Senior Customer Success Manager

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, a