Senior Customer Success Manager

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 13%

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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Firefly

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

💼 Consulting

✈️ Travel

Logistics • Consulting • Travel

Firefly is a cutting-edge digital out-of-home advertising network that leverages the mobility of vehicles to provide dynamic, data-driven advertising solutions. By utilizing GPS-enabled digital tops on taxis and rideshare vehicles, Firefly delivers engaging and targeted messages across major cities in North America such as New York, Los Angeles, and Chicago. Their innovative approach includes car top advertising, car wraps, LED trucks, and TaxiTV, allowing brands to effectively reach audiences on their daily journeys. Firefly's platform focuses on advanced tracking, measurement, and optimization, ensuring brands can deliver tailored messages at the right time and place.

📋 Description

• Own the full relationship for a portfolio of the largest US accounts • Build relationships with engineers, senior leadership, operational, security, and executive stakeholders • Own customer needs end to end across technical, commercial, and relational matters • Lead customer onboarding with structured milestones and an early win • Run regular business reviews with a clear value story • Engage economic buyers, including CISOs, CTOs, and board-level stakeholders • Travel for in-person meetings as needed • Maintain strategic account plans covering customer goals, stakeholders, adoption priorities, risks, and expansion opportunities • Act as the voice of the customer internally with Product, Engineering, Support, and Sales • Work with DevOps, SRE, Platform Engineering, and security teams using Terraform, cloud infrastructure, and CI/CD pipelines • Lead training sessions and explain infrastructure-as-code, cloud drift, recovery time objectives, and recovery posture • Serve as the first point of contact for technical questions and partner with engineering on deeper issues • Own retention and expansion, including GRR, NRR, and renewal performance • Monitor account health and drive recovery plans for at-risk accounts • Build expansion business cases grounded in measurable business outcomes • Partner with Sales on commercial terms and expansion conversations • Maintain accurate CRM data, health indicators, and renewal forecasts

🎯 Requirements

• 3-5+ years of experience in a Customer Success, Technical Account Management, or similar customer-facing role at a technical B2B SaaS company • Track record of working directly with highly technical customers and owning enterprise or strategic accounts • Proven track record driving product adoption, managing complex accounts, and leading cross-functional programs • Strong track record building relationships with senior stakeholders and driving renewals and account growth • Working knowledge of Terraform or another major infrastructure-as-code tool • Comfort with at least one major cloud platform (AWS, Azure, or GCP) at a conceptual level • Familiarity with CI/CD pipelines and Git-based workflows • Technical depth to resolve common customer questions independently, with judgment on when to escalate • Strong understanding of cloud security and resilience programs, modern security org structures, and value-driven success methodologies • Excellent written and verbal communication, comfortable moving between engineering and executive audiences, with strong executive presentation skills • Comfortable working in fast-paced environments and influencing customer and internal priorities • Ability to connect technical capabilities to business impact, security outcomes, and ROI • Bonus: familiarity with disaster recovery, business continuity, or compliance frameworks (SOC 2, ISO, DORA, NIS2)

🏖️ Benefits

• Fully remote work arrangement • Travel for in-person meetings as needed