Senior Customer Success Manager

As a Senior Customer Success Manager (CSM), reporting directly to the Director of Customer Success, you won't just manage accounts — you'll be a strategic leader and a trusted partner to our customers, helping them achieve lasting success. This role embodies curiosity, action, humanity, persistence, innovation, and candor — which guide how we serve customers, collaborate as teammates, and deliver measurable outcomes. You will define what world-class customer success means at Athennian, sculpting new, scalable processes, mentoring your fellow team members, and ensuring our most strategic partners achieve transformational outcomes. You are the CEO of your book of business, directly influencing customer growth, retention, and loyalty. Key Responsibilities: Own and develop a book of business that consists of our most strategic customer accounts. Host high-value EBRs with key stakeholders and executives, showcasing product value and adoption opportunities. Educate and empower users to achieve desired outcomes in the platform. Identify and pursue big-ticket revenue opportunities within existing accounts. Advocate for the customers internally, communicating with teams to identify opportunities for growth and retention. Lead key initiatives involving various internal and external stakeholders. Support in developing strategies, systems, and playbooks to be used across the Customer Success organization. Mentor other CSMs in various activities to boost team efficiency. Attend industry events and networking opportunities to improve relationships with current and potential customers.