Senior Customer Success Manager

Job not on LinkedIn

🔥 16 hours ago

🇺🇸 United States – Remote

💵 $130k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 5%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Eleven Eleven

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

💼 Consulting

📣 Marketing

🎯 Recruiter

Consulting • Marketing • Recruitment

Eleven Eleven is a global talent partner and recruitment agency specializing in placing senior and executive-level talent for high-performing games and deep technology companies, including roles across programming, art, design, marketing, and production. They provide tailored hiring solutions — exclusive retained searches, fractional/contract talent, and a startup-focused Launch Pad — using extensive industry networks and AI-assisted sourcing to deliver fast shortlists and scale teams for gaming studios, immersive tech, AI, ML, cybersecurity, and related sectors. Trusted by major studios, they operate internationally and emphasize humanized, efficient hiring for Games, Deep Tech and AI organizations.

📋 Description

• Own strategic account planning for complex enterprise customers • Develop and execute multi-year success plans tied to measurable business outcomes and ROI • Build trusted-advisor relationships with Director-, VP-, and C-level stakeholders • Own the renewal lifecycle, including forecast accuracy, health scores, and usage trends • Identify and mitigate account risk and prevent churn • Track, analyze, and act on customer satisfaction data and KPIs • Identify expansion opportunities and partner with Sales on upsell and cross-sell opportunities • Serve as the primary escalation point for at-risk or highly complex accounts • Coordinate cross-functional resources to resolve issues • Lead Quarterly Business Reviews to demonstrate value and identify optimization opportunities • Improve customer success processes, team efficiency, customer outcomes, and scalable growth • Collaborate with Product, Support, Engineering, Sales, and Implementation • Champion customer feedback for product, service, and roadmap improvements • Mentor CSMs and share best practices • Report to the Director of Customer Success and provide senior individual-contributor mentorship

🎯 Requirements

• Strong technical aptitude, ideally with experience in networking concepts, Wi-Fi infrastructure, topology, or IT environments • 5–10+ years of experience in Customer Success, SaaS, Technical Account Management, or similar client-facing roles • Proven experience managing complex, enterprise-level accounts and driving relationship management, retention, and growth • Strong business and financial acumen, connecting product usage metrics to revenue growth and customer ROI • Executive-level communication and presence • Proven experience leading QBRs and translating technical concepts for Director-, VP-, and C-suite-level stakeholders • Familiarity with enterprise accounts; hospitality, MDU, or similar service-driven vertical experience is a plus • Experience owning renewal and forecast processes, including health scoring and churn mitigation • Comfort using CRM and Customer Success platforms such as HubSpot and Zendesk • Experience with modern AI tooling for sentiment analysis and health tracking • Strong analytical, problem-solving, and detail-oriented skills • Ability to balance multiple priorities across a complex enterprise-account portfolio in a fast-paced environment • Ability to work across global time zones as needed • Occasional travel for company meetings or customer onsite engagements • BS/BA degree or equivalent through experience/certifications is strongly preferred • Prior experience mentoring or informally leading other CSMs is strongly preferred • Must be based in the United States • Must be legally eligible to work for any US employer • Eleven cannot sponsor candidates

🏖️ Benefits

• Full medical, dental, and vision coverage • 401(k) plan • Paid time off policy with no fixed number of vacation days (Balanced Time Off) • 11 paid holidays • Company-wide end-of-year holiday break • Remote work arrangement