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Senior Customer Success Jobs (NOW HIRING)

KWI

Sr Customer Success Manager

Melville, NY

The Opportunity KWI is seeking a results-driven Senior Customer Success Manager (CSM) to manage and grow a portfolio of strategic accounts. This role is responsible for driving measurable customer ...

eGain

Senior Customer Success Manager

Sunnyvale, CA

$140K/yr

Now we need a Senior Customer Success Manager who can turn that advantage into lasting partnerships and exponential growth. The Opportunity You'll be the strategic advisor our Global 2000 clients ...

Kiongroup

Senior Customer Success Manager

Dallas, TX

$86K - $129K/yr

The Senior Customer Success Manager (CSM) is the primary owner of customer outcomes across the postimplementation lifecycle. This role ensures customers achieve measurable value from Dematic ...

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Avoma Inc

Sr. Customer Success Manager

San Jose, CA

$150K - $187K/yr

Senior Customer Success Manager At Avoma, Customer Success is not about managing accounts - it's about owning customer outcomes at scale. As a Senior Customer Success Manager, you will operate as a ...

Entrust Datacard

The Senior Customer Success Advocate plays a handson role in helping customers successfully adopt Entrust's Digital Security Solutions, spanning both security software and hardwarebacked technologies.

RLDatix

Senior Analyst Customer Success

Chicago, IL · Remote

Senior Customer Success Manager, North America US - Remote RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our ...

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Senior Customer Success information

See salary details

$25K

$80.3K

$163.5K

How much do senior customer success jobs pay per year?

As of Jun 14, 2026, the average yearly pay for senior customer success in the United States is $80,287.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,500.00 and $103,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Senior Customer Success professional, and why are they important?

To thrive as a Senior Customer Success professional, you need deep expertise in client relationship management, problem-solving, and a solid understanding of your company's products or services, often supported by a bachelor's degree or equivalent experience. Familiarity with customer relationship management (CRM) systems such as Salesforce, customer analytics tools, and project management software is typically required. Outstanding communication, strategic thinking, and empathy help build trust and proactively address client needs. These skills are essential for driving customer satisfaction, retention, and long-term business growth.

How does a Senior Customer Success professional typically collaborate with other departments to ensure client satisfaction?

Senior Customer Success professionals often act as a bridge between clients and various internal teams, such as Sales, Product, and Support. They regularly share client feedback with Product teams to drive improvements, work closely with Sales to identify upsell opportunities, and coordinate with Support to resolve complex issues. Effective cross-department collaboration ensures that clients' needs are met holistically, leading to higher satisfaction and retention. Building strong relationships internally is key to delivering a seamless client experience.

What does a Senior Customer Success Manager do?

A Senior Customer Success Manager is responsible for ensuring that customers achieve their desired outcomes while using a company's products or services. They build strong relationships with clients, provide ongoing support, and help resolve any issues that arise. Additionally, they often lead a team of customer success professionals, develop strategies to improve customer satisfaction, and work closely with other departments to ensure customer needs are met. Their main goal is to drive customer retention and promote long-term partnerships.

What is the difference between Senior Customer Success vs Customer Success Manager?

AspectSenior Customer SuccessCustomer Success Manager
Required CredentialsTypically requires 3+ years experience, industry knowledge, and sometimes certifications in customer success or related fieldsUsually entry to mid-level, with 1-3 years experience; may have similar certifications but less advanced
Work EnvironmentStrategic role, often involves leadership, mentoring, and high-level client engagementOperational role focused on onboarding, support, and maintaining customer relationships
Employer & Industry UsageCommon in SaaS, tech, and enterprise software companiesWidely used across various industries including SaaS, finance, and healthcare

Senior Customer Success professionals typically handle strategic accounts, mentor teams, and drive customer retention at a higher level. Customer Success Managers focus on day-to-day client interactions and support. The senior role involves more experience, leadership, and strategic planning, while the manager role emphasizes operational customer engagement.

More about Senior Customer Success jobs
What cities are hiring for Senior Customer Success jobs? Cities with the most Senior Customer Success job openings:
What are the most commonly searched types of Customer Success jobs? The most popular types of Customer Success jobs are:
What states have the most Senior Customer Success jobs? States with the most job openings for Senior Customer Success jobs include:
What job categories do people searching Senior Customer Success jobs look for? The top searched job categories for Senior Customer Success jobs are:
Senior Customer Success jobs near you
Infographic showing various Senior Customer Success job openings in the United States as of June 2026, with employment types broken down into 80% Full Time, and 20% Part Time. Highlights an 87% Physical, 5% Hybrid, and 8% Remote job distribution, with an average salary of $80,287 per year, or $38.6 per hour.
Sr Customer Success Manager

Sr Customer Success Manager

KWI

Melville, NY

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 17 days ago

Job description

The Opportunity  
 
KWI is seeking a results-driven Senior Customer Success Manager (CSM) to manage and grow a portfolio of strategic accounts. This role is responsible for driving measurable customer outcomes, ensuring operational excellence in program execution, and contributing directly to retention and expansion of revenue. 
The Senior CSM will act as a trusted advisor to customers, aligning KWI's solutions to their business objectives while maintaining strong Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through expansion opportunities. 
The Senior CSM will form relationships at the highest levels of our customers (the "Sponsors" and not just the "Users"). 
 The Company 
 
We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford and many other globally recognizable brands.  
 
We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence. 
 
 
As a Sr Customer Success Manager, you excel at the following
  • GRR consistently above 95%  
  • NRR consistently above 105% 
  • NPS growth > 5 pts per year 
  • Able to articulate value to customer vs just being transactional 
  • Clear visibility into account health and proactive churn mitigation 
  • Comfortable forming and maintaining strong relationships with senior clients  
  • Able to forensically map out customer organization and make plans to get to new people 
  • Measurable expansion revenue contribution (quarterly upsell target) 
  • High product adoption and customer advocacy 

Customer Retention & Health 
  • Own and maintain Gross Revenue Retention (GRR) of greater than 95% within assigned accounts. 
  • Ensure the Customer Success program is fully executed with precision, including onboarding oversight, lifecycle engagement, and structured success planning. 
  • Continuously monitor account health scores, usage trends, risk signals, and churn indicators, taking proactive action to mitigate risk. 
  • Build and maintain executive-level relationships to reinforce value realization and long-term partnership. 
Revenue Growth & Expansion 
  • Operate as a revenue-focused CSM, identifying and driving upsell and cross-sell opportunities that contribute to strong Net Revenue Retention (NRR). 
  • Partner closely with CRO & VP Customer Experience on renewal strategy and expansion planning. 
  • Lead value-based Executive Business Reviews (EBRs) that clearly articulate ROI and growth opportunities. 
Program Execution & Operational Excellence 
  • Execute the Customer Success playbook consistently and with discipline across all assigned accounts. 
  • Drive product adoption and measurable customer outcomes aligned to agreed success metrics. 
Cross-Functional Collaboration 
  • Work effectively cross-functionally with Sales, Product, Support, Professional Services, and Finance to ensure seamless customer experiences. 
  • Act as the voice of the customer internally, sharing feedback that influences product enhancements and service improvements. 
  • Escalate and manage complex customer issues with urgency and ownership. 
  • 7+ years of experience in Customer Success, Account Management, or related roles within a SaaS technology company. 
  • Retail/RetailTech experience is a huge plus but not required. 
  • Demonstrated success maintaining GRR >95% and contributing to strong NRR through expansion revenue. 
  • Experience managing enterprise or mid-market accounts in a complex technology environment. 
  • Strong analytical mindset with the ability to interpret data and identify churn risk. 
  • Executive-level communication skills and ability to influence senior stakeholders. 
  • Proven ability to work collaboratively across multiple internal teams. 
  • Full Medical, Dental and Vision
  • Annual bonus eligible 
  • Free gym in the building 
  • Generous PTO policy
  • Summer Fridays....all year round
  • Tuition Reimbursement
  • Discount from building cafe
  • 401(K) with a 50% company match (up to 6% of employee contribution)
  • Employee Referral Program
  • (1) Volunteer day each year

Our work space

We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days of Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.

We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.

Our commitment to you

At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.

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