Senior Customer Success Manager

Job not on LinkedIn

🕒 January 12

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Heretto

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔌 API

🤖 Artificial Intelligence

🏢 Enterprise

API • Artificial Intelligence • Enterprise

Heretto is a company that specializes in content operations and management solutions, providing tools for creating, managing, and publishing structured content. Their platform includes features such as content governance, translation management, and an AI-powered assistant named Etto, which helps streamline technical documentation processes and enhance user experiences. Heretto is designed to empower teams in managing documentation efficiently and effectively, ensuring high-quality output and improved collaboration.

📋 Description

• Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC • Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance • Identify and execute upsell opportunities in partnership with Sales • Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across accounts • Build trusted relationships with all stakeholders (economic buyers, executive sponsors, champions, and content operations leaders) • Lead Business Reviews (EBRs/QBRs) focused on value realized, outcomes achieved, and roadmap alignment • Act as the primary customer advocate and internal quarterback across Sales, Professional Services, and Support Development • Contribute to improving Customer Success processes, playbooks, and tools

🎯 Requirements

• 6+ years of experience in Customer Success, Account Management, or Consulting roles within B2B SaaS • Proven experience managing enterprise customers with 20K - 500K+ ARR • Demonstrated success owning: Renewals, Expansion / upsell motions, Executive relationships • Strong executive presence with experience engaging VP and C-level stakeholders • Experience creating and managing success plans, value scorecards, and executive-level reporting • Ability to identify, communicate, and mitigate customer risk proactively • Experience collaborating cross-functionally in complex, matrixed SaaS organizations • Data-driven mindset with strong CRM (ideally Salesforce) proficiency • Excellent written, verbal, and presentation skills.

🏖️ Benefits

• None specified