Senior Customer Success Manager

US (Remote) · USD 140,000-160,000 / year · 8+ years experience · Full-time · Remote · Posted Sep 28, 2026

At a glance

The Senior Customer Success Manager manages a portfolio of Findem’s largest and most strategic enterprise customers.
This role acts as a strategic product partner, translating talent strategies into executable success plans while driving platform adoption and value realization.
The position is accountable for retention, adoption depth, reference-ability, and expansion readiness across an assigned book of business.

Serve as the primary CSM for a defined portfolio of enterprise customers.
Build and own success plans tied to customer business objectives.
Support executive-level business reviews (QBR/EBR) with talent and HR leadership.
Partner with Account Management to own the renewal path and identify expansion opportunities.
Drive measurable adoption of the platform, agents, and services across recruiting teams.
Run enablement sessions including new user kickoffs, sourcing jams, search coaching, and campaign workshops.
Deliver regular reporting on product adoption, support ticket trends, and areas of opportunity.
Monitor customer health and usage signals to detect and mitigate at-risk relationships.
Maintain accurate account health, activity, and renewal-risk data in Planhat.
Act as the voice of the customer to Product, synthesizing feedback into roadmap input.

8+ years in Customer Success, Account Management, or consulting in a B2B SaaS environment.
At least 4 years owning enterprise-tier accounts.
Demonstrated ownership of a recurring-revenue book with direct accountability for customer health and retention.
Experience supporting customers through platform implementation, enablement, and change management.
Proven ability to influence across teams without direct authority.
Excellent executive communication and strategic problem-solving skills.