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ChartHop is seeking a Senior Customer Success Manager to join the Customer Experience team. This is a strategic, relationship-focused role where you'll own the full customer lifecycle from implementation through renewal and expansion, serving as a trusted advisor to HR, Finance, and People leaders across organizations of all sizes.
You will be measured on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), overall customer health, renewal outcomes, and forecasting accuracy.
Key responsibilities include:
Relationship & Retention: Build and maintain strong relationships with executive buyers and senior decision-makers across multiple stakeholders. Map champions, detractors, and key contacts to mitigate turnover risk. Facilitate strategic discussions with leadership to drive alignment and mitigate risk. Own renewal discussions, narrative, strategy, and execution. Drive fast, coordinated escalation resolution by flagging risks early and communicating clearly. Proactively identify and mitigate risk by surfacing feedback across internal teams.
Value & Adoption: Define and track customer success metrics tied to business goals, not just platform usage. Ensure successful outcomes on key use cases and planning cycles, validating impact through retrospectives. Drive adoption of retention-critical features and identify expansion opportunities through additional or deeper module usage. Serve as a product subject matter expert and workflow consultant, helping customers construct desired workflows while preventing data exposure risks. Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by documentation.
Strategic Oversight: Own the implementation-to-CSM handoff and absorb full account context for continuity. Be the structured voice of the customer internally, bringing product feedback, trends, and insights to Product and Engineering. Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication.
Requirements:
- 5+ years in Customer Success, SaaS consulting, or related field
- Proven track record owning enterprise customer relationships, including renewals and commercial negotiations
- Strong executive presence; comfortable managing relationships with C-suite and VP-level stakeholders
- Experience with SaaS implementations, project management, and cross-functional collaboration
- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
- Proficiency translating customer needs into product feedback and strategic recommendations
- Experience at a high-growth startup (nice to have)
