Senior Customer Success Manager

🕒 May 8

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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ChartHop

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

👥 HR Tech

☁️ SaaS

🏢 Enterprise

HR Tech • SaaS • Enterprise

ChartHop is a dynamic People Ops Platform focused on connecting and visualizing people data to help organizations plan, manage, and engage their workforce effectively. The platform integrates various modules including HRIS, compensation reviews, headcount planning, and performance engagement solutions, providing a comprehensive tool for people operations, finance leaders, and managers. With capabilities like AI powered dashboards, org charts, and unified company calendars, ChartHop aims to facilitate data-driven decision making and promote transparency and efficiency within organizations.

📋 Description

• Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account • Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus • Initiate renewal discussions and fully own renewal narrative, strategy and execution • Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved • Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information • Define and track customer success metrics tied to each customer's business goals • Ensure successful outcomes on key use cases and planning cycles • Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules • Serve as a product subject matter expert and workflow consultant • Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation • Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity • Be the structured voice of the customer internally

🎯 Requirements

• 5+ years in Customer Success, SaaS consulting, or a related field • Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations • Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders • Experience with SaaS implementations, project management, and cross-functional collaboration • Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions • Proficiency translating customer needs into product feedback and strategic recommendations • Experience at a high-growth startup (nice to have)

🏖️ Benefits

• Offers Equity • $25K Bonus