We are looking for a Senior Customer Success Manager who combines business understanding, analytical thinking, and technical aptitude to help global customers achieve measurable results with us.
You will own customer relationships throughout the post-sales lifecycle, from adoption and ongoing optimization to renewal and expansion. You will work with pricing teams, technical stakeholders, and senior management to translate business goals into practical platform configurations, analyze results, and lead discussions that turn insights into decisions.
Success in this role requires confidence working with both people and numbers, curiosity about how things work, and the independence to take ownership of complex initiatives and drive them to completion.
Key Responsibilities:
Own relationships with global B2B customers, serving as their trusted advisor and primary point of contact.
Understand each customers business and pricing objectives, define measurable success goals, and drive clear action plans.
Lead business reviews, pricing workshops, and executive discussions, translating data and complex topics into clear recommendations and decisions.
Configure pricing strategies, business rules, and workflows, review customer data and recommendations, and investigate unexpected results.
Analyze pricing and business performance, including revenue, margin, and sell-through, to identify opportunities and demonstrate customer value.
Independently lead customer initiatives from definition to completion, coordinating internal teams, resolving blockers, and keeping stakeholders informed.
Drive adoption, identify account risks, and manage renewals and expansion opportunities, including scope discussions, proposals, and negotiations.
Maintain accurate and up-to-date account information in HubSpot and ClickUp, including customer health, commercial opportunities, key decisions, commitments, owners, and timelines.
Requirements: 3+ years of experience in Customer Success, Account Management, or a related customer-facing role within B2B SaaS.
Proven experience managing complex global customers and working with business, technical, and executive stakeholders.
Strong business and analytical skills, with the ability to interpret performance data, challenge assumptions, and turn findings into practical recommendations.
Strong technical aptitude and a hands-on approach to learning software, configuring business rules, validating data, and troubleshooting issues independently.
Excellent English communication and presentation skills, with the confidence to lead customer discussions and explain complex topics clearly.
Strong ownership and independent judgment, with the ability to turn an unclear request into an actionable plan, manage multiple priorities, and drive work to completion.
Practical experience using AI tools to improve research, analysis, meeting preparation, communication, and daily workflows, while validating outputs and handling customer information responsibly.
Experience with renewals, expansion opportunities, and commercial negotiations.
Flexibility to work with global customers across different time zones and occasionally respond to urgent matters outside regular working hours.
Advantages:
Experience in retail, e-commerce, pricing, revenue management, or business planning software.
Background in business analysis, financial analysis, consulting, or software implementation.
Familiarity with data integrations and the flow of information between business systems.
Bachelors degree in business administration, industrial engineering, economics, information systems, or a related field.
This position is open to all candidates.