Senior Customer Success Manager

We are looking for an experienced Senior Customer Success Manager with a high degree of ownership, a proactive approach, and the ability to influence key stakeholders to serve as a strategic partner to our clients. As a Findigs Senior CSM, you will own the post-sale lifecycle for a portfolio of accounts, focusing on driving platform adoption, demonstrating value, and fostering long-term partnerships.

Responsibilities

Drive net new revenue growth and retention across a portfolio of clients, ensuring they achieve their business outcomes using the Findigs platform; Develop and execute strategic account plans that encourage platform adoption, retention, and expansion opportunities within your portfolio; Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals; Navigate org-level complexity with ease, build deep relationships with client leadership up to the VP/C-suite level, and operate as a trusted strategic advisor; Build and iterate on how we work leveraging AI; you'll use AI tools (including but not limited to Claude, Pylon, and other workflow automation tools) across the CS lifecycle to continuously identify repeatable manual work and automate it; Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion; Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies; Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams; Lead in scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment; Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution; Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management

Requirements

6+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of complex accounts in a B2B SaaS or consulting environment; Proven ability to build and maintain strategic relationships with senior executives and key stakeholders; A builder mindset when it comes to AI; highly proficient in Claude, ChatGPT, or other workflow automation tools to automate repetitive work or build something that didn't exist before; A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base; Exceptional presentation and communication skills, with the ability to translate complex, technical concepts clearly and concisely to diverse audiences; Deep understanding of customer success principles, methodologies, and best practices; Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight); Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations; Willingness to embrace the unstructured, fast-paced environment of a high-growth startup

Nice to have

Experience in Proptech or Fintech

Benefits

Competitive OTE + Pre-IPO equity; Flexible Paid Time Off (PTO) policy; Health benefits; 401(k) matching up to 4%; Monthly gym stipend; Lunch provided every day; Mission-driven culture