Senior Customer Success Manager

Tempo Software is a leading company in enterprise productivity software, known for its integrated solutions for time management and resource planning. As a Senior Customer Success Manager, you will be a strategic partner to enterprise customers, driving value from SaaS products and leveraging AI-assisted tools to enhance customer engagement and retention.

Responsibilities:

• Own the post-sale customer lifecycle across a portfolio of enterprise accounts
• Lead strategic conversations with stakeholders around planning, prioritization, and value realization using Tempo’s award winning suite of solutions
• Drive GRR and NRR by managing renewals, surfacing expansion opportunities, and proactively mitigating risks
• Work smarter with AI: use Tempo's AI-assisted Customer Success tooling to take the repetitive work off your plate (data prep, call notes, account-health signals, forecast inputs), reinvest that time in your customers, and share the frontline feedback that makes those tools sharper
• Facilitate regular business reviews and outcome-focused success planning sessions directly with customer champions and decision makers
• Work closely with operational users (such as project and program managers, Jira admins, and agile team leads) to guide adoption and remove friction points in the user base
• Deliver best practices tailored to persona and industry that move customers toward their target outcomes across portfolio, project, and resource management workflows
• Accurately forecast renewals and lead commercial discussions in partnership with Sales
• Document customer goals, usage trends, risks, and outcomes with discipline and clarity on a continuous basis, using Gainsight Success Plans, Verified Outcomes, and Risk CTAs to keep account status current and actionable
• Collaborate with Product and Sales to ensure a smooth, unified customer experience
• Identify and help craft customer stories and case studies with the goal of highlighting their successes and raising awareness of our solutions

Requirements:

• 5+ years of experience in SaaS Customer Success or Account Management, including managing enterprise customers and owning commercial outcomes
• Experience translating product capabilities into measurable business outcomes, and leading value-realization conversations with executive stakeholders
• Curious about AI and eager to work with AI-assisted tools, and to help make them better. You don't need to be technical. You do need to be the kind of person who reaches for a better way to work
• Strong communicator with the ability to persistently and continuously engage both senior business leaders and technical or operational users
• Comfortable leading success planning, executive reviews, and renewal negotiations
• Knowledge of key personas such as Project/Product/Program Managers, Agile Coaches, Jira Admins, and PMO leaders
• Highly organized, proactive, and motivated by customer outcomes and long-term value creation
• Embraces change and thrives in a fast-scaling, cross-functional environment
• Experience with a Customer Success platform such as Gainsight (Success Plans, Verified Outcomes, CTAs) is a plus