Senior Customer Success Manager, TOLA

About this role

About The Role
As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes.


Who You Are

• Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals
• Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes
• Effective communicator with the ability to present complex ideas clearly across a range of audiences
• Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset

What You Will Do

• Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
• Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
• Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
• Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
• Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction
• Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
• Represent the customer voice internally, providing structured feedback to Product and other teams
• Support knowledge sharing and contribute to internal process development or mentoring where relevant

Must Haves

• 8+ years of experience in enterprise SaaS, with ...