[Hiring] Senior Customer Success Manager @Crescendo.ai

Role Description

As a Senior Customer Success Manager, you will own the success, retention, and growth of an assigned portfolio of strategically important customers. Your primary focus will be on cultivating relationships with C-level stakeholders, delivering exceptional customer experiences, and expanding revenue opportunities through strategic account management.

• Ensure high customer satisfaction and retention by proactively managing relationships, resolving challenges, and demonstrating the value of our solutions.
• Develop and execute comprehensive account plans for each assigned customer, identifying opportunities for expansion and aligning our solutions with their business goals.
• Drive expansion through deploying our AI Service Agents on multiple channels, meeting or exceeding assigned revenue quotas.
• Build and maintain strong relationships with senior executives and other key stakeholders, serving as a trusted advisor and ensuring alignment on strategic objectives.
• Act as the voice of the customer within the organization, advocating for their needs while balancing company priorities.
• Track and report on key performance indicators, including expansion revenue, renewal forecasting, and customer health scores.
• Partner with Sales, Product, Marketing, Operations, and Support teams to address customer needs and improve the customer experience.

Qualifications

• 5–7 years of experience as a Customer Success Manager or in a similar customer-facing role within the B2B SaaS industry.
• Proven track record of managing a book of business and consistently meeting or exceeding revenue quotas.
• Demonstrated ability to create and execute strategic account plans, identifying growth opportunities and delivering measurable results.
• Direct experience with sales activities, including upselling, cross-selling, and renewals, in addition to customer success responsibilities.
• Skilled in building and sustaining relationships with C-level executives and other senior stakeholders at enterprise accounts.
• Passion for delivering value to customers, solving their challenges, and ensuring their success.
• Ability to leverage data to inform decision-making, assess account health, and identify growth opportunities.
• Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively.
• Experience thriving in a dynamic, fast-paced, and high-growth environment.

Requirements

• Experience driving process implementation and change in a fast-paced environment.
• Experience at a venture-backed or high-growth SaaS company.
• Proven ability to balance customer advocacy with revenue-driven goals.

Benefits

• We’re building a new category: Augmented AI.
• We’re moving at record-breaking speed: 0 to $100M+ ARR in under a year.
• We only win when our customers win—outcomes over hype, every time.
• Our culture is built for leaders who thrive in the fast lane.
• Help define the DNA of Crescendo’s sales culture.
• Be part of a people-first, values-driven organization.
• Work with innovative global partners and diverse teams.