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We’re seeking a Senior Customer Success Manager to support our Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success. Working within our new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes.

What You Will Do

5M ARR, with accountability for retention, adoption, expansion, and clear book ownership. Operate within the GTM pod model: Partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adopt, expand, and renew. Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation.

), and validate renewal intent. Leverage automated plays: Use digitally-led customer experience (DLCX) motions, automation, and one-to-many outreach to increase adoption, surface opportunity and risk, and create consistency across your book. Identify and act on risk early: Drive risk mitigation plans with urgency and sound judgment, especially through moments like lost sponsors, stalled adoption, and changing customer priorities.

Use AI to improve scale and focus: Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement. Improve the system and raise the bar: Maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen our broader CX and GTM practice. What you bring: Experience managing Enterprise or scaled B2B SaaS portfolios, with a strong understanding of strategic customer success in a scaled model.

A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability. Strong executive communication skills and the ability to lead data-informed, value-based conversations. A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations.

The ability to collaborate effectively across functions and operate with high accountability in a pod-based model. Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement.

Nice To Have

After 3 months, you’ll: Independently own GRR and NRR across your Enterprise-at-scale book of business.