Senior Customer Success Manager supporting EMEA merchants for Recharge. Building strategic relationships and driving merchant success through effective platform usage.
About the role
- Senior Director of Customer Success managing Safe Software's North American post-sales strategy. Leading proactive Customer Success organization for measurable outcomes and revenue retention.
Responsibilities
- Build, lead, and scale the Customer Success organization, including hiring and developing Strategic CSMs across regions
- Own and execute net revenue retention and expansion strategy across the customer lifecycle
- Drive onboarding, adoption, renewal, and expansion initiatives tied to measurable customer outcomes
- Ensure all strategic accounts maintain active Mutual Success Plans aligned to business objectives
- Foster a high-performance, customer-focused culture grounded in trust, accountability, and outcomes
- Develop leadership bench strength through coaching, succession planning, and talent development
- Continue to refine operating models, performance expectations, and success metrics across teams and customer segments
- Define and manage KPIs, operating cadence, and reporting frameworks to provide visibility into Customer Success performance
- Collaborate with RevOps to implement scalable systems, tools, and data models (e.g., health scoring, lifecycle tracking, CSQLs)
- Leverage customer usage, health, and financial data to proactively manage risk and identify growth opportunities
- Partner with Sales on account strategy, renewal motions, and expansion opportunities
- Continuously evolve Customer Success strategies to align with business growth and market changes
- Act as the executive voice of the customer, influencing product roadmap, support strategy, and go-to-market priorities
- Partner cross-functionally with Sales, Product, Marketing, Support, and Finance to deliver a cohesive customer experience
- Break down silos and ensure alignment across teams to improve customer outcomes
- Manage executive-level escalations with clarity, urgency, and professionalism
- Champion change management initiatives and foster a culture of continuous learning and improvement
Requirements
- Bachelor’s degree in Business, Technology, or a related field (or equivalent experience)
- 8+ years of experience in Customer Success, Account Management, Professional Services, or post-sales leadership within enterprise SaaS
- 5+ years of experience leading and scaling multi-layered, distributed teams.
- Experience leading Customer Success in complex, technical SaaS environments with a strong focus on adoption, value realization, and expansion.
- Demonstrated success driving net revenue retention, customer adoption, and expansion revenue
- Experience building or transforming Customer Success functions, including processes, metrics, and systems
- Experience with Customer Success platforms and CRM systems (e.g., HubSpot)
- Strong understanding of customer lifecycle management, health scoring, and revenue metrics (NRR, CSQLs, adoption)
- Familiarity with data integration, analytics, or technically complex SaaS products (e.g., ETL, automation platforms)
- Executive-level communication and stakeholder management
- Cross-functional leadership and collaboration
- Strong coaching, mentorship, and team development capabilities
- Operational and strategic planning expertise.
Benefits
- Health & Wellness: Extended health, dental, health or lifestyle spending, and counseling benefits from day 1.
- Paid Time Off: 3 weeks of vacation plus an additional paid 6 seasonal days off per year.
- Flexible Working Hours: Flexible and remote-friendly work arrangements to fit your lifestyle.
- Learning & Career Development: Annual learning budget and training programs paid for by Safe.
- Social Responsibility: Paid time off to volunteer for Safe-organized opportunities.
- Family Support: Parental Leave Top-Up Program for new parents through childbirth or adoption.
- Shared Success: Bi-annual profit sharing and RRSP/TFSA matching program.
- Accessible Commute: Complimentary parking and bike storage for the team.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Customer Success Manager leading customer onboarding and lifecycle in B2B SaaS. Focusing on activation, retention, and expansion for high - value customers.
Strategic Customer Success Manager responsible for customer relationships and ensuring measurable value for Fortune 500 clients. Focused on expanding footprint within complex organizations.
CRM Associate managing dynamic marketing campaigns across customer products at DraftKings. Collaborating with Analytics, Product, and Engineering teams during peak sports moments.
Customer Success Specialist assisting cyclists with inquiries about bicycle insurance products and services. Working closely with the Customer Experience team to support both customers and partners.
Especialista en CRM y BI para Super Food Holding, liderando proyectos de datos y análisis de mercado. Brindando soporte para decisiones estratégicas y gestionando herramientas CRM.
Customer Success Specialist managing customer onboarding, satisfaction, and upselling for Lexroom's legal AI platform. Collaborating with internal teams and ensuring excellent customer feedback and KPI tracking.
Customer Success Manager at Grata driving growth within Strategic Accounts for private market dealmaking. Engaging with senior stakeholders and ensuring successful delivery of services and solutions.
Customer Success Executive ensuring satisfaction and success for drivers within Moove's mobility ecosystem. Collaborating internally to address user needs and enhance service delivery.
Client Success Manager ensuring high - quality experiences for key partners in climate events. Managing relationships and coordinating delivery for impactful climate initiatives.