Senior Customer Success Manager
Pilot.com
Senior Client Success Manager
Built
full-time
Posted on:
Location Type: Hybrid
Location: Nashville • Tennessee • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 - $125,000 per year
Job Level
Senior
About the role
- Own a portfolio of complex accounts and lead high-value initiatives
- Align with executive stakeholders and client leadership to understand strategic goals and influence vision
- Lead customer business reviews (CBRs) and executive alignment sessions highlighting ROI and KPIs
- Collaborate with Senior Account Managers to ensure strategic and commercial goals are met
- Represent the voice of the customer and surface insights to product, marketing, and delivery teams
- Collaborate across Implementation, Support, Product, and Revenue teams to drive outcomes and resolve complex client challenges
- Drive product adoption, rollout new capabilities, and implement process enhancements
- Mentor and support development of junior CSMs and scale successful practices across the team
Requirements
- 5+ years of experience in Client Success, Account Management, or Strategic Consulting, preferably in FinTech or SaaS
- Experience managing enterprise-level or high ARR clients, with a proven track record of retention, expansion, and executive alignment
- Strong analytical and communication skills, with the ability to synthesize insights into strategic guidance and action
- Proficiency in tools like Salesforce, Sigma, or similar CS platforms; comfortable interpreting product usage data to inform strategy
- Proven ability to navigate complex organizations, influence without authority, and build long-term trust with senior stakeholders
- Experience in the construction lending, CRE, or real estate finance sectors (preferred)
- Exposure to customer lifecycle strategies for multi-product portfolios or complex integrations (preferred)
- Familiarity with CS best practices frameworks (e.g., Success Planning, Health Scoring, Voice of Customer programs) (preferred)
Benefits
- The rare opportunity to radically disrupt an industry
- Competitive benefits including: uncapped vacation, health, dental & vision insurance, and 401k
- Robust compensation package including base salary and equity
- Flexible working hours, paid family leave, ERGs & Mentorship opportunities
- Learning grant program to support ongoing professional development
- Unlimited PTO policy
- Top-notch medical, dental and vision coverage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Client SuccessAccount ManagementStrategic ConsultingRetentionExpansionCustomer Lifecycle StrategiesHealth ScoringVoice of Customer ProgramsProcess EnhancementsProduct Adoption
Soft skills
Analytical SkillsCommunication SkillsInfluencing Without AuthorityBuilding TrustMentoringCollaborationStrategic GuidanceProblem SolvingExecutive AlignmentCustomer Insights