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Copado is the leading DevOps platform for Salesforce, helping enterprises deliver Salesforce and cloud applications faster and with less risk. As a Senior Customer Success Manager, you will own a portfolio of strategic enterprise accounts, driving adoption, measurable business outcomes, and serving as a trusted advisor to customer executives while partnering with Sales on revenue growth.
Key Responsibilities:
- Build and execute Success Plans tied to each customer's business goals with clear milestones and measurable value delivery
- Lead onsite and virtual customer business reviews (CBRs) with C-suite and senior leadership, presenting progress, ROI, and product roadmap
- Monitor adoption metrics and account health, identifying and addressing risks early
- Partner with Account Executives to identify, qualify, and close upsell and cross-sell opportunities, contributing to Net Revenue Retention (NRR) across your portfolio
- Stay informed on renewal timelines and risks, ensuring Sales is supported by demonstrated customer value
- Engage Technical Account Managers and Product teams strategically, building business cases that articulate customer impact, revenue at stake, and strategic fit
- Represent the customer's voice to the Product team with clear evidence and context
- Travel regularly to customer sites for CBRs, executive meetings, and relationship building
Success Metrics:
- NRR and gross retention across your portfolio
- Expansion pipeline sourced and closed jointly with Sales
- Active Success Plans with milestones met and value realized on every strategic account
- Executive sponsors engaged with CBRs delivered on cadence to C-suite and senior leadership
- Product adoption and account health scores improving over time
- Faster time to value for new and expanding customers
- At-risk accounts identified early with clear mitigation plans and fewer surprises at renewal
- Strong customer satisfaction and advocacy (CSAT/NPS, references, case studies)
Requirements:
- 7+ years in Customer Success, Account Management, or similar customer-facing role in enterprise SaaS
- Industry experience in the Salesforce ecosystem, DevOps, or enterprise software delivery, with credibility to engage customer technical and business leaders
- Track record of driving expansion and retention outcomes alongside Sales
- Strong business acumen, including ability to build and present business cases
- Excellent communication, stakeholder management, and influencing skills
