Senior Customer Success Manager

Senior Customer Success Manager

Location: Remote
Reports to: Head of Customer Success
Employment Type: Full-time

Role Overview

We are seeking an experienced Senior Customer Success Manager (Senior CSM) to join our enterprise Customer Success team. This role is an individual contributor with responsibility for renewals, expansions, and long-term value realization across a portfolio of enterprise customers using our Component Content Management (CCMS) platform.

The Senior CSM will manage 25–30 enterprise customers, ranging from 20K - 500K in ARR, acting as a trusted advisor to executive stakeholders while driving measurable business outcomes, retention, and growth. In addition to owning their book of business, this role is expected to mentor other CSMs, contribute to process improvement, and help the team scale through best practices, tooling, and consistency.

This position is ideal for a positive thinking customer success professional who combines commercial acumen, executive presence, and operational discipline, and who thrives in complex enterprise environments.

Key Responsibilities

Customer & Commercial Ownership

• Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC, including adoption, retention, renewals, and upsells
• Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance
• Identify and execute upsell opportunities (additional authors/users, modules, groups) in partnership with Sales
• Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across your accounts
  
  

Executive Engagement & Stakeholder Management

• 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
• Navigate complex stakeholder environments and organizational change within enterprise accounts
• Develop and maintain customer success plans aligned to each customer’s business objectives

Risk Identification & Mitigation

• Proactively identify early warning signals, including:
  • Adoption or usage decline
  • Executive disengagement
  • Support escalation patterns
  • Organizational or strategy changes
• Lead mitigation and recovery plans in collaboration with internal teams
• Escalate risks appropriately with clear context and recommendations
  
  

Cross-Functional Leadership

• Act as the primary customer advocate and internal quarterback across:
  • Sales
  • Professional Services
  • Support
  • Development
• Coordinate internal resources while setting clear expectations and avoiding over-commitment
• Provide actionable customer feedback to Product and Leadership teams
• Mentor other CSMs and help with CSM onboarding

Process Improvement & Scale

• Actively contribute to improving Customer Success processes, playbooks, and tools
• Help define and refine:
  • Renewal and expansion workflows
  • QBR and success-planning standards
  • Risk-management frameworks
• Partner with leadership to support scale as the company and customer base grow
  
  

Required Qualifications

• 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
  
  

Preferred / Nice-to-Have Qualifications

• Experience in CCMS, enterprise content management, documentation platforms, or knowledge management
• Familiarity with structured content, XML, DITA, or content operations workflows
• Previous experience mentoring or coaching CSMs without direct people management responsibility
• Background in Technical Writing, Professional Services or Consulting environments
  
  

Success in This Role Looks Like

• High gross and net dollar retention across your portfolio
• No surprise churn; risks are identified and addressed early
• Customers can clearly articulate the business value of our platform
• Customer Success processes become more consistent, scalable, and effective over time

About Heretto Inc.

Headquartered in Rochester, NY, Heretto helps organizations capture, govern and deliver knowledge at scale. Heretto enables the deployment of knowledge content to customers at each of their touchpoints, in their language, and tailored to their needs.  By adopting our software, our customers see significant savings in cost and time to market, while simultaneously driving a better customer experience.

We are changing the status quo for knowledge publishing and finally resolving the plague of corporate knowledge silos.

Our customers range from growing small businesses to Fortune 500 Enterprises who use our product to manage millions of topics and rely on us to maximize their use of structured content inside and outside their organizations. Our open architecture allows us to integrate with a variety of systems with a wide range of APIs bringing unique solutions to our clients’ content management issues.