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