Senior Customer Success Manager

About the company

Our client is a fast-growing software company.

The role

Raydar is recruiting for this role on behalf of our client. Take charge of post-sale relationships with important customers, helping them get set up, adopt the product across their teams and keep growing their usage. This is an early hire in the function, so you will also help establish how customer success is run as the business scales.

What you'll do

• Guide key accounts from contract signature through go-live, including data migration and configuration.
• Create workflows, automations and integrations that let customers move away from manual processes.
• Encourage broad adoption so the product becomes part of each team's everyday routine.
• Find opportunities to widen account footprints and increase revenue from existing customers.
• Take responsibility for retention and net revenue retention across your portfolio.
• Help design and document customer success processes as the company grows.

Requirements

What we're looking for

• Around 4 or more years in customer success, account management or a similar customer-facing consulting role at a technical B2B software company.
• A track record of managing your own portfolio against retention and revenue targets, beyond a support function.
• Hands-on experience with customer onboarding and migrations, including building tailored automations and integrations yourself.
• Comfort configuring products and setting up integrations without engineering support.
• Solid knowledge of CRM tools and how sales and go-to-market teams work.
• Demonstrated, measurable success growing customer accounts after onboarding.
• Confidence working as a peer with founders and senior executives on their business goals.
• A structured approach to re-engaging accounts that have gone quiet or lost momentum.
• Based in San Francisco and able to work in the office four days a week.

Bonus points

• Early-stage startup experience helping create customer success processes from the ground up.
• Familiarity with consumption-based commercial models.

Benefits

Compensation and benefits

• Base salary: USD 160,000 to 180,000 per year
• Equity
• Health, dental and vision coverage
• Paid time off and company holidays
• Paid family leave
• Retirement plan

Location and work model

• San Francisco, California, United States
• Hybrid, 4 days per week in the office
• Full-time