Senior Customer Success Manager

As a Senior Customer Success Manager, you will be the dedicated champion for our Small to Enterprise customer community. You will own a portfolio of 750 accounts, serving as their primary guide and advocate to ensure they successfully adopt and thrive on our platform.

This is a high-impact position for an experienced customer success professional who excels at building deep customer relationships, driving product adoption, and protecting and growing revenue across a complex, high-value book of business.

How You Will Drive Impact

Customer Ownership and Relationship Development

• Own Your Portfolio: Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts, building deep, trusted relationships with key stakeholders and decision-makers.
• Executive Engagement: Develop and maintain relationships at multiple levels within each account, including executive sponsors, to ensure long-term alignment and satisfaction.
• Proactive Success: Leverage engagement data and account intelligence to anticipate customer needs, identify risk early, and deliver proactive outreach before issues escalate.

Retention and Revenue Protection

• Save Motions: Lead structured save efforts for at-risk accounts, diagnosing the root cause of dissatisfaction, mobilizing internal resources, and executing recovery plans to protect gross retention.
• Renewal Ownership: Own the full renewal cycle for your book of business, partnering with the Director of Customer Success to forecast accurately and minimize churn.
• Expansion Identification: Identify, document, and own expansion forecasts within your accounts, partnering with Sales to convert opportunities into revenue.

Product Adoption and Customer Outcomes

• Adoption Strategy: Develop and execute tailored adoption plans that drive meaningful platform usage, ensuring customers realize the full value of PreVeil.
• Outcome Mapping: Align customer goals to PreVeil capabilities, regularly measuring and communicating progress toward their compliance and security objectives.
• Advocacy Development: Cultivate customer advocates and reference accounts that contribute to PreVeil's growth through referrals, case studies, and community engagement.

Operational Excellence

• AI-Enabled Efficiency: Leverage internal systems and AI tools to manage customer engagement effectively at scale across a large portfolio.
• Salesforce Hygiene: Maintain accurate account data, renewal timelines, health scores, and expansion opportunities within Salesforce.
• Special Projects: Partner with the Director of Customer Success on strategic initiatives that advance the broader CS organization.

Why This Role is a Great Fit

• Strategic Ownership: You will own meaningful relationships with small to enterprise customers, with real accountability for retention and growth outcomes.
• High Visibility: You will work closely with CS leadership and cross-functional partners in Sales, Product, and Support, with direct influence on how the team scales.
• Mission-Driven Work: You'll be helping organizations protect sensitive defense information and achieve CMMC compliance — work that has real national security implications.

What We Are Looking For

• 8+ years of work experience with 4+ years of experience as a Customer Success Manager in a SaaS environment
• SaaS CSM experience is required; experience in Cybersecurity or Defense Industry-focused SaaS is strongly preferred
• Demonstrated success managing small to enterprise accounts, including executive-level relationship management
• Proven track record of driving product adoption, executing save motions, and owning renewal outcomes
• Outgoing and friendly with exceptional written and verbal communication skills
• An organized, detail-oriented, and execution-focused mindset
• Comfortable in a fast-paced, high-volume, high-growth, and goal-oriented environment
• Positive outlook and customer service oriented; great team player
• Comfort managing multiple priorities and accounts simultaneously
• Bachelor's Degree and minimum GPA of 3.6
• Remote — Eastern or Central Time Zone required
• Experience with Salesforce or similar customer success tools is required

Why This Role Matters

You will play a critical part in protecting and growing PreVeil's customer base at a pivotal moment in the company's growth. The relationships you build and the outcomes you drive will directly shape our gross retention, expansion revenue, and reputation in the defense and cybersecurity market.

Growth Opportunity

This role offers a seat at the table as PreVeil scales. Senior CSMs who demonstrate impact have a clear path toward team lead, management, and strategic account responsibilities as the organization grows.