Senior Customer Success Manager

Sr. Customer Success Manager leading product adoption and customer retention initiatives for Egnyte.

Posted 5/29/2026full-timeCalifornia, North Carolina, Utah • 🇺🇸 United StatesSenior💰 $80,000 - $90,000 per yearWebsite

Key responsibilities & impact

Become a product expert, including the technical workings and practical business application.
Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
Keep customers informed of process and procedural changes.
Manage the resolution of escalated customer issues.
Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
Travel expectations – 10%

What you’ll need

Demonstrated success managing customer relationships in a B2B SaaS company
Demonstrated capability to identify and mitigate risk.
3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience.
Experience working across multiple internal teams to resolve customer issues quickly and effectively.
Previous experience with tech companies, specifically SaaS solutions, preferred.
Excellent communication skills (writing, listening, phone).
A team player capable of high performance and flexibility working in a dynamic environment.

Comp & perks

Competitive salaries and comprehensive benefits
Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
Paid holidays and sick time
401(k) with company match
Health Savings Account (HSA) with a generous employer contribution and Flexible Spending Account (FSA) options
Up to 12wks of paid Parental and 10wks Adoption Leave to help you grow your family
Modern and collaborative offices located in Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
Gym, cell phone, and internet reimbursement
Free well-being apps such as Spring Health for Guardian are offered, as well access to our Employee Assistance Program (EAP)
Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
Your own Egnyte account with lifetime access
HealthJoy – a benefits navigation app that lets you access your benefits and get answers to your questions all in one place
One Medical virtual care, providing you with healthcare access across the country

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Hard Skills & Tools

B2BSaaSaccount managementcustomer successrisk mitigationservice excellencecustomer onboardingbusiness reviewsproduct roadmapcustomer retention

Soft Skills

communicationteam playerflexibilityrelationship managementproblem-solvinginterpersonal skillsadaptabilitycustomer servicecollaborationlistening