Senior Customer Success Manager

As a Senior Customer Success Manager, you will own a portfolio of Fieldguide’s largest and most strategic accounts, responsible for the retention, growth, and success of each relationship across contracted practice areas. You will serve as the primary executive-facing point of contact, building trusted advisor relationships with key stakeholders and drive strategic adoption and long-term engagement, ensuring customers fully realize the value of the platform and use it to meet evolving business goals. You will run quarterly and annual Executive Business Reviews (EBRs) to align on goals, showcase outcomes, and secure continued alignment with client leadership and collaborate with Account Management and Revenue teams to influence renewals, expansions, and referrals through strong usage trends and strategic alignment. You will become a Fieldguide product expert, providing enablement, best practices, and roadmap alignment to drive adoption across frameworks and teams and serve as the voice of the customer internally—partnering with Product, Engineering, and Support to escalate feedback and drive solution delivery. This role involves owning and exceeding KPIs for Gross Revenue Retention, Net Retention, NPS, and contract pacing while leveraging customer insights to inform scalable playbooks and success frameworks, helping evolve how we support large, complex firms at scale.