Senior Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Serve as a strategic partner to customers to drive business outcomes beyond platform adoption • Own the full customer relationship from implementation handoff through renewal and expansion • Build and maintain relationships with executive buyers, senior decision-makers, and account stakeholders • Map champions, detractors, and key contacts to mitigate turnover risk • Facilitate strategic leadership discussions and drive internal alignment • Initiate and own renewal discussions, strategy, narrative, and execution • Coordinate escalation resolution and communicate through resolution • Identify and mitigate customer risks proactively • Define and track customer success metrics tied to business goals • Ensure successful outcomes for key use cases and planning cycles • Drive adoption of retention-critical features and identify expansion opportunities • Serve as a product subject matter expert and workflow consultant • Own customer enablement, including onboarding, training, coaching, and documentation • Own the implementation-to-CSM handoff • Bring customer feedback, trends, and insights to Product and Engineering • Partner with Sales, Support, and Product to drive customer outcomes • Success measured by GRR, NRR, customer health, renewal outcomes, forecasting accuracy, and adherence to risk mitigation frameworks

🎯 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) • Legally authorized to work in the US • Must answer whether sponsorship will be required now or in the future

🏖️ Benefits

• Equity • Bonus