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. Lead a portfolio of strategic client relationships after sale, from launch through renewal and growth. Act as a trusted advisor to client leadership while channeling customer insight to internal product and delivery colleagues. Also shape the repeatable methods that help the function mature.

What you'll do

• Manage a book of complex accounts across several customer segments, from launch through renewal and expansion.
• Act as a trusted advisor to senior client stakeholders throughout the customer lifecycle.
• Oversee onboarding and training for newly launched customers, partnering with technical implementation colleagues.
• Drive net revenue retention goals by reinforcing value, spotting upsell opportunities and addressing churn risk early.
• Handle frontline support, including tickets, escalations and customer recovery.
• Relay customer feedback to product, engineering, sales and solutions colleagues to inform the roadmap.
• Create reusable guides, workflows and internal documentation for the team.
• Coach newer colleagues and set working standards as the group expands.
• Run business reviews and on-site client visits, and represent the company at industry events.

Requirements

What we're looking for

• 5 to 10 years in client-facing roles after the sale, such as account management, consulting or implementation.
• A record of keeping large, multi-stakeholder clients engaged, renewing and growing.
• Ability to explain technical product capabilities in plain language for business audiences.
• Comfort using AI tools in everyday work.
• Experience drafting team playbooks and coaching junior staff.
• Background in a young, fast-scaling technology business.
• A strategic, builder mindset.
• Ability to work hybrid in the listed locations and travel up to 25% for business.

Benefits

Compensation and benefits

• Base salary: USD 155,000 to 190,000 per year
• Equity
• Health, dental and vision coverage
• Retirement plan
• Unlimited paid time off
• Professional development budget
• Commuter benefits

Location and work model

• San Francisco, CA, United States (strong preference) or New York, NY, United States
• Hybrid
• Full-time