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