Senior Customer Success Manager

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Timely

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

🛍️ eCommerce

📚 Education

🤝 Non-profit

💰 Seed Round on 2017-10

eCommerce • Education • Non-profit

Timely is a comprehensive event software platform designed to help users manage events, training programs, and venues effortlessly. With features such as event registration, ticketing, scheduling, and venue management, Timely empowers event creators globally by streamlining their event management processes. The platform is user-friendly, customizable, and integrates seamlessly into various content management systems, making it an ideal choice for educational institutions, corporate training programs, and non-profit organizations.

📋 Description

• Own the Top Tier Account Book: Take full relationship and revenue ownership of Timely’s largest, highest-potential accounts globally, carrying direct accountability for Net Revenue Retention (NRR) targets. • Proactively identify cross-department upsell vectors, navigate complex procurement, and execute corporate-wide rollouts to systematically close seat expansion, upsell, and cross-sell pipeline. • Build deep, multi-layered relationships across your portfolio. Move aggressively beyond a single point of contact to align with C-suite executives, business unit leaders, and key economic buyers to cement Timely as a long-term strategic vendor. • Partner with the Sales team during late-stage cycles to meet with high-value prospects, present the post-sales success roadmap, and serve as a powerful differentiator to win deals. • Establish and conduct structured, data-driven Quarterly Business Reviews (QBRs) and ROI presentations that tie Timely’s product adoption metrics directly back to the customer's high-level business outcomes and strategic goals. • Lead complex implementations and proof-of-concept transitions, picking up the baton perfectly from Sales to ensure rapid time-to-value during the critical first 90 days. • Customize and execute Top tier account rollout frameworks to ensure smooth, organization-wide software adoption. • Establish and monitor proactive portfolio health indicators. Use AI-driven usage data and relationship signals to identify risks early and deploy mitigation strategies long before the renewal window. • Act as the strategic bridge between our largest clients and internal Product/Engineering teams. Translate complex compliance, security, and feature requests into actionable roadmap inputs that unlock future Top tier account pipeline. • Partner with the Head of CS to design playbook iterations, scale departmental infrastructure, and mentor mid-market CSMs as the team grows.

🎯 Requirements

• 5+ years of experience in Customer Success, Strategic Account Management, or a commercial growth role, specifically within a B2B SaaS environment. • Proven track record of owning a quota, identifying expansion signals, navigating procurement, and driving expansion revenue. • Exceptional communication skills with a demonstrated ability to command a room, influence C-suite buyers, and manage complex stakeholder maps (champions, skeptics, and buyers). • Experience managing large-scale, multi-department software rollouts with strong change management skills. • Understanding of time-tracking, resource management, or professional services productivity workflows is highly preferred. • Comfort working in a fast-paced, scaling environment, with the strategic maturity to build processes, not just follow them.

🏖️ Benefits

• Competitive salary • Opportunity to shape the Top tier account framework of a growing global SaaS company