Sr. Customer Success Manager

Salesloft is hiring a Senior Customer Success Manager to help customers realize measurable value from its Predictive Revenue System. The role owns retention, adoption, and revenue expansion across a customer book, using customer data to prioritize engagement, leading strategic business reviews, and coordinating with internal teams to support customer outcomes.

Responsibilities:

• Own retention, adoption, and net revenue expansion across a defined book of business, translating each customer's goals into a clear plan for realizing value from the platform
• Use AI-surfaced customer health signals, product usage data, and engagement scoring to prioritize proactively — acting first on the accounts and moments that matter most
• Lead strategic business reviews with customer stakeholders and executives, connecting platform usage to measurable revenue outcomes and ROI
• Partner with Account Management to identify and drive expansion opportunities grounded in demonstrated value
• Advocate for customers cross-functionally — bringing structured product feedback to Product and Engineering and coordinating internal resources to resolve challenges
• Drive adoption through tailored enablement, onboarding support, and ongoing strategic guidance that keeps customers progressing toward their goals

Requirements:

• Proven track record in a Customer Success, Account Management, or post-sale role at a B2B SaaS company, with direct ownership of retention and expansion outcomes
• Demonstrated ability to manage a book of business and consistently meet or exceed retention and net revenue expansion targets
• Comfort working with product usage data and customer health signals to prioritize action and drive decisions
• Strong executive presence — the ability to run business reviews and build trusted relationships with senior customer stakeholders
• Excellent communication skills, both written and verbal, with the ability to translate platform capability into business outcomes a customer's leadership will value
• Experience with a sales engagement, revenue intelligence, or revenue operations platform — Salesloft, Clari, Gong, Outreach, or adjacent tools
• Familiarity using AI-driven customer health scoring, engagement analytics, or predictive churn signals to manage a book of business
• Experience partnering closely with Account Management on expansion in a shared-account model