Senior Customer Success Manager

Premier Global Links LLC is recruiting on behalf of a confidential, high-growth AI software company serving credit unions, community banks, and contact centers. Its AI-powered voice, chat, and employee-assistance solutions help financial institutions automate customer interactions and improve operational efficiency.

We are seeking an experienced Senior Customer Success Manager to manage strategic enterprise accounts, strengthen executive relationships, drive product adoption, and improve customer retention and expansion. This role is ideal for a product-minded customer success professional who understands technical SaaS products and thrives in a fast-growing environment.

Key Responsibilities

• Own a portfolio of strategic financial services accounts, serving as a trusted advisor to VP- and C-level stakeholders.
• Drive customer onboarding, product adoption, account health, retention, and renewal readiness.
• Lead quarterly and executive business reviews (QBRs/EBRs), presenting performance insights and strategic recommendations.
• Translate AI automation, adoption, and containment metrics into measurable customer value.
• Identify account growth and expansion opportunities in partnership with Sales.
• Proactively identify customer risks and develop plans to improve satisfaction and retention.
• Communicate customer feedback, product gaps, and adoption challenges to Product and Engineering teams.
• Develop and improve customer success processes, playbooks, reporting, and account management practices.
• Maintain accurate CRM records, account health documentation, and renewal forecasts.
• Use AI productivity tools to improve research, communication, and customer success workflows.

Required Qualifications

• 5–10 years of experience in Customer Success Management within B2B SaaS.
• Demonstrated success managing enterprise or larger mid-market accounts and building long-term relationships with executive stakeholders.
• At least one year of experience at a venture-backed, high-growth startup, preferably Series A–D.
• Strong understanding of technical software products and the ability to connect product capabilities to customer business outcomes.
• Experience managing account health, retention, renewals, and customer success plans.
• Strong executive communication, analytical, problem-solving, and presentation skills.
• Experience building or improving processes in a fast-changing environment.
• Bachelor's degree or equivalent qualification as required by the employer.
• Ability to work on-site in San Francisco five days per week.
• Willingness to travel to customer locations across the United States approximately 1–2 days per month.
• Familiarity with AI productivity tools such as ChatGPT or Claude.

Preferred Qualifications

• Experience in financial services, credit unions, community banking, or fintech.
• Background in contact center software, CCaaS, conversational AI, or voice AI.
• Experience with strategic account expansion and net revenue retention (NRR).
• Experience translating technical product metrics into executive-level business insights.
• Experience working closely with Product, Engineering, and Sales teams.

Compensation and Benefits

• Base salary: $148,000–$192,000 per year.
• Target OTE: $185,000–$240,000, including performance-based variable compensation.
• Opportunity to influence product direction through direct customer feedback.
• Collaborative environment with close access to company leadership and product teams.

Equal Employment Opportunity

Premier Global Links LLC is an equal opportunity recruiting firm. Qualified applicants will be considered without regard to legally protected characteristics.