Senior Customer Success Manager

VChainAi provides an AI-powered platform that transforms complex data into actionable intelligence for better visibility, risk discovery, and business decisions. The Senior Customer Success Manager will own and grow a portfolio of strategic customers by driving retention, renewals, upsell, cross-sell, customer value realization, and long-term partnerships. The role will also help develop Customer Success processes, playbooks, and operating standards.

Responsibilities:

• Own the renewal strategy and execution for an assigned portfolio of customers, with direct accountability for retention and revenue outcomes
• Develop renewal strategies well in advance of contract expiration and maintain accurate renewal forecasts
• Proactively identify customer risk through engagement, adoption, business changes, stakeholder sentiment, and other customer health indicators
• Build and execute mitigation plans for at-risk customers before issues impact renewal
• Ensure customers consistently understand the business value and outcomes delivered through their partnership with VChainAi
• Develop a deep understanding of each customer’s organization, priorities, challenges, and strategic initiatives to identify opportunities for growth
• Proactively identify and develop upsell and cross-sell opportunities across products, use cases, departments, business units, and stakeholders
• Build and maintain an expansion pipeline across your portfolio
• Lead value-based commercial conversations and partner with internal stakeholders to move opportunities through close
• Develop account growth strategies designed to increase VChainAi’s value and footprint within strategic customers
• Serve as a trusted advisor and strategic partner to customers rather than simply a point of contact
• Build strong, multi-threaded relationships across customer organizations, including executive sponsors, operational leaders, and key users
• Develop a strong understanding of each customer’s business objectives and connect VChainAi capabilities to measurable outcomes
• Establish consistent engagement cadences based on customer needs, risk, opportunity, and strategic importance
• Conduct strategic onsite customer engagements, including executive meetings and Success Reviews, to strengthen relationships, demonstrate value, and advance retention and growth opportunities
• Navigate complex customer conversations, escalations, and commercial discussions with confidence
• Lead executive-level Success Reviews / Business Reviews focused on business outcomes, value realization, adoption, strategic priorities, and future opportunities
• Build customer success plans with measurable objectives, milestones, and desired outcomes
• Translate product capabilities, customer activity, and data into clear business value and executive-level narratives
• Identify adoption gaps and proactively recommend strategies that increase utilization and value realization
• Establish clear success criteria with customers and regularly measure progress against those outcomes
• Maintain comprehensive account plans for strategic customers, including stakeholder maps, renewal strategy, risk assessment, expansion opportunities, and next steps
• Accurately forecast renewals, churn risk, contraction, and expansion opportunities
• Maintain disciplined CRM hygiene and provide leadership with clear visibility into portfolio health and revenue outlook
• Use customer data and insights to prioritize activity across the portfolio
• Partner closely with Sales, Product, Operations, Support, Finance, and Executive Leadership to deliver a consistent customer experience
• Represent the voice of the customer internally by identifying recurring challenges, product feedback, competitive insights, and emerging customer needs
• Partner with Product teams to connect customer feedback and use cases with platform development and roadmap priorities
• Coordinate internal resources to resolve escalations and remove barriers to customer success
• Protect and grow recurring revenue across their portfolio
• Build and maintain a healthy pipeline of upsell and cross-sell opportunities
• Identify new use cases, departments, business units, and stakeholders where VChainAi can deliver additional value
• Lead value-based conversations that translate customer needs into commercial opportunities
• Expand relationships beyond the initial buyer or use case through strong multi-threading and executive engagement
• Demonstrate measurable customer value that creates a natural foundation for renewal and expansion
• Proactively manage risk while identifying opportunities for account growth well before renewal

Requirements:

• 5+ years of experience in Customer Success, Strategic Account Management, or a similar post-sale customer-facing role, preferably within B2B SaaS or technology
• Demonstrated experience owning a portfolio of strategic or enterprise customers
• Proven track record of driving customer retention, renewals, upsell, and cross-sell
• Experience working against revenue-related KPIs such as GRR, NRR, renewal rate, or expansion ARR
• Strong commercial acumen with experience navigating renewal and expansion conversations
• Demonstrated ability to identify customer needs and translate them into expansion opportunities
• Experience building relationships with Director, VP, and C-level stakeholders
• Strong executive communication and presentation skills
• Ability to translate complex products or solutions into clear business value and measurable outcomes
• Strong account planning, forecasting, organization, and prioritization skills
• Comfortable operating in a fast-paced, evolving environment where processes are still being built
• Highly proactive and accountable, with the ability to independently drive customer and revenue outcomes
• Ability and willingness to travel up to 25% for customer meetings, executive Success Reviews, onsite engagements, industry events, and other strategic customer activities
• Experience with AI, data, analytics, supply chain, risk, or enterprise technology solutions is a plus