Senior Customer Success Manager

Role Purpose:

• Value consulting role focused on customer outcomes, not just relationship management.
• You will own customer health and act as the connective tissue between promised and delivered value.
• This role suits a commercially-minded, data-fluent professional energized by enterprise complexity.

Key Responsibilities:

• Monitor utilization, support trends, NPS, and contract pace to spot churn risks early.
• Lead EBRs, own the outcomes scorecard, and build multi-threaded executive relationships.
• Surface qualified expansion opportunities and support the Account Manager with a clear business case.

Candidate Profile:

• Multiple years in fraud, identity, AML, or digital risk management functions.
• Proven record managing $500K+ ARR accounts with renewal ownership and GRR/NRR data.
• Data fluency with CS platforms like Planhat, Gainsight, or Totango, and strong executive presence.

What Success Looks Like:

• In 90 days, clear health ratings and plans for all accounts, with top renewal risks actively addressed.
• By year one, GRR at or above target, and every account has a current success plan and EBR cadence.
• You will surface expansion opportunities and see customer satisfaction scores trending upward.