Senior Customer Success Manager (Remote - MA)

Nodes & Links is developing an AI-first SaaS platform aimed at improving the management of large projects. They are seeking a Senior Customer Success Manager to lead relationships with enterprise customers, focusing on onboarding, adoption, retention, and expansion.

Responsibilities:

• Managing a portfolio of enterprise customer accounts as the main post-sale contact
• Leading onboarding and implementation activity to set customers up for success
• Building success plans tied to customer goals, adoption, and measurable outcomes
• Running regular customer meetings, business reviews, and value conversations with key stakeholders
• Monitoring customer health, product usage, and engagement to identify risks and opportunities early
• Driving renewals and supporting expansion opportunities across existing accounts
• Acting as the voice of the customer internally and sharing feedback with Product and Engineering
• Working closely with cross-functional teams to resolve issues and improve the customer journey

Requirements:

• At least 5 years' experience in a relevant customer-facing role such as Customer Success Manager, Senior Customer Success Manager, Technical Account Manager, Account Manager, or Implementation Manager
• Experience managing Enterprise SaaS customers
• A strong track record in onboarding, adoption, retention, and renewal management
• Excellent stakeholder management skills, including confidence working with senior customer contacts
• Strong communication skills, both written and verbal
• A proactive, commercially minded, and customer-focused approach
• Experience in construction, infrastructure, project controls, or a related industry
• Familiarity with Primavera P6 or similar planning tools
• Experience working with complex workflows, data-driven platforms, or technical SaaS products
• Exposure to QBRs, executive reporting, and value-led account management