Heretto

Senior Customer Success Manager

Heretto

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Job Level

Senior

About the role

  • Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC
  • Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance
  • Identify and execute upsell opportunities in partnership with Sales
  • Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across accounts
  • Build trusted relationships with all stakeholders (economic buyers, executive sponsors, champions, and content operations leaders)
  • Lead Business Reviews (EBRs/QBRs) focused on value realized, outcomes achieved, and roadmap alignment
  • Act as the primary customer advocate and internal quarterback across Sales, Professional Services, and Support Development
  • Contribute to improving Customer Success processes, playbooks, and tools

Requirements

  • 6+ years of experience in Customer Success, Account Management, or Consulting roles within B2B SaaS
  • Proven experience managing enterprise customers with 20K - 500K+ ARR
  • Demonstrated success owning: Renewals, Expansion / upsell motions, Executive relationships
  • Strong executive presence with experience engaging VP and C-level stakeholders
  • Experience creating and managing success plans, value scorecards, and executive-level reporting
  • Ability to identify, communicate, and mitigate customer risk proactively
  • Experience collaborating cross-functionally in complex, matrixed SaaS organizations
  • Data-driven mindset with strong CRM (ideally Salesforce) proficiency
  • Excellent written, verbal, and presentation skills.
Benefits
  • None specified 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessAccount ManagementConsultingRenewalsExpansionUpsellSuccess PlansValue ScorecardsExecutive ReportingData Analysis
Soft Skills
Relationship BuildingExecutive PresenceCommunicationCollaborationRisk MitigationPresentation SkillsProactive ManagementStakeholder EngagementLeadershipOrganizational Skills