Senior Customer Success Manager

Elastic Path

full-time

Posted on: 1/17/2026

Location Type: Remote

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💰 $102,000 - $140,000 per year

About the role

A Senior Customer Success Manager (CSM) at Elastic Path serves as a dedicated strategic partner for enterprise customers, acting as a trusted advisor throughout the full customer lifecycle.
This role is responsible for building high-trust, executive-level relationships throughout an organization and deeply understanding a customer’s commerce strategy and vision, including key technical factors and business objectives shaping their decisions.
As part of Elastic Path’s strategic frontline, you will drive product adoption, maximize customer value, and own long-term customer satisfaction, retention, and expansion.
Customer Success guides customers through complex eCommerce modernization initiatives that optimize and evolve their underlying commerce architecture to support scalability and long-term growth.
This role proactively monitors customer health, adoption, and risk throughout the lifecycle.
You will lead strategic planning, success roadmaps, and executive business reviews, and serve as the primary point of coordination and escalation during critical events, partnering closely with internal teams to manage risk, expectations, and resolution.

4–6+ years of experience in Customer Success, Strategic Account Management, or a comparable customer-facing role supporting enterprise customers.
Proven experience managing complex enterprise accounts with multiple stakeholder types, including executive-level decision-makers and influencers.
Demonstrated success owning and executing enterprise renewals and expansion motions, including stakeholder alignment, negotiation, and timely execution.
Experience managing a portfolio or book of business with a measurable track record of driving retention, growth, and customer outcomes.
A strategic, customer advocacy mindset to identify risk early, diagnose root causes, and propose effective solutions.
Proven ability to build trusted relationships, develop customer champions, and influence direction and decisions across organizations.
Data-enabled approach to Customer Success, with experience leveraging metrics, analytics, and insights to drive action.
Excellent communication, presentation, and writing skills, with the ability to clearly articulate value and outcomes.
Demonstrated ability to operate effectively in a dynamic environment, with a strong bias toward learning, adaptability, and continuous improvement.
Entrepreneurial mindset with comfort, taking ownership and exercising judgment.

Benefits

This includes paid vacation and sick leave, stock options, full extended health, dental and additional coverages.
You’ll get access to annual stipends for your own professional development, remote working and more.
We are a remote-first company, giving you the flexibility to work where you're most productive—supporting better work-life balance, fewer commutes, and greater focus.
When in-person connection adds value, you'll have access to a shared workspace for optional collaboration, connection, or a change of scenery.
We provide solutions to bring all teams together for collaboration and connection throughout the year.
We have a Work from Anywhere program that gives you the freedom to work from anywhere in the world.
Outstanding Company Culture - Certified Great Place to Work organization in Canada, US and UK

Applicant Tracking System Keywords

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

Hard Skills & Tools

Customer SuccessStrategic Account ManagementEnterprise RenewalsStakeholder AlignmentNegotiationRetentionGrowthMetricsAnalyticseCommerce Modernization

Soft Skills

Relationship BuildingCustomer AdvocacyInfluencingCommunicationPresentationWritingAdaptabilityContinuous ImprovementOwnershipJudgment