ChartHop is on a mission to create healthy transparency within organizations, so that employees and organizations thrive. We are looking for
a Senior Customer Success Manager!
Salary range - $90- $120K base plus bonus and equity
Job Mission
We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.
We will measure your success through:
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Overall customer health and successful outcomes
- Renewal outcomes and forecasting accuracy
- Following risk mitigation frameworks and playbooks
What You'll Own
Relationship & Retention
- Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk
- Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
- Initiate renewal discussions and fully own renewal narrative, strategy and execution
- Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved
- Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information
Value & Adoption
- Define and track customer success metrics tied to each customer's business goals — not just platform usage
- Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)
- Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules
- Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps
- Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation
Strategic Oversight
- Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity
- Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering
- Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication
Requirements
- 5+ years in Customer Success, SaaS consulting, or a related field
- Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
- Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders
- Experience with SaaS implementations, project management, and cross-functional collaboration
- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
- Proficiency translating customer needs into product feedback and strategic recommendations
- Experience at a high-growth startup (nice to have)
Compensation Range: $90K - $120K
