ChartHop

Senior Customer Success Manager

ChartHop

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $90,000 - $120,000 per year

Job Level

Senior

About the role

  • Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk
  • Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
  • Initiate renewal discussions and fully own renewal narrative, strategy and execution
  • Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved
  • Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information
  • Define and track customer success metrics tied to each customer's business goals — not just platform usage
  • Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)
  • Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules
  • Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps
  • Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation
  • Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity
  • Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering
  • Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication

Requirements

  • 5+ years in Customer Success, SaaS consulting, or a related field
  • Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
  • Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders
  • Experience with SaaS implementations, project management, and cross-functional collaboration
  • Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
  • Proficiency translating customer needs into product feedback and strategic recommendations
  • Experience at a high-growth startup (nice to have)
Benefits
  • Offers Equity
  • $25K Bonus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS consultingproject managementcustomer success metricsworkflow consultingcustomer enablement strategyenterprise customer relationshipscommercial negotiationsimplementationcross-functional collaborationdata exposure risk management
Soft Skills
relationship managementstrategic discussionscommunicationrisk mitigationexecutive presenceproblem-solvingcoachingfeedback surfacinginternal alignmentcustomer advocacy