Senior Customer Success Manager

Position Overview
Your top priority is making sure our largest and most complex customers achieve the outcomes they came to us for, and helping shape how Bobyard does customer success as we scale.

To do that, you will:

• Own a book of strategic accounts end to end, from defining success criteria and leading onboarding through renewal and expansion

• Build executive-level relationships and drive measurable ROI that turns customers into long-term partners

• Own retention and expansion targets, identifying and closing upsell opportunities alongside sales

• Be the voice of the customer internally: synthesize feedback into clear priorities for product and engineering, and lead beta programs and launch validation

• Design and scale CS playbooks, health scoring, onboarding frameworks, and support workflows the rest of the team will run on

• Source and drive testimonials, case studies, and references from your accounts

• Mentor newer CSMs and help set the bar for the function

Desired Attributes

• 5+ ye