[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. PreVeil is a high-growth SaaS leader dedicated to securing the nation's defense industrial base. As a Senior Customer Success Manager, you will own a portfolio of 750 accounts, ensuring successful adoption and driving product usage while building deep relationships with key stakeholders.

Responsibilities

• Own Your Portfolio: Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts, building deep, trusted relationships with key stakeholders and decision-makers
• Executive Engagement: Develop and maintain relationships at multiple levels within each account, including executive sponsors, to ensure long-term alignment and satisfaction
• Proactive Success: Leverage engagement data and account intelligence to anticipate customer needs, identify risk early, and deliver proactive outreach before issues escalate
• Save Motions: Lead structured save efforts for at-risk accounts, diagnosing the root cause of dissatisfaction, mobilizing internal resources, and executing recovery plans to protect gross retention
• Renewal Ownership: Own the full renewal cycle for your book of business, partnering with the Director of Customer Success to forecast accurately and minimize churn
• Expansion Identification: Identify, document, and own expansion forecasts within your accounts, partnering with Sales to convert opportunities into revenue
• Adoption Strategy: Develop and execute tailored adoption plans that drive meaningful platform usage, ensuring customers realize the full value of PreVeil
• Outcome Mapping: Align customer goals to PreVeil capabilities, regularly measuring and communicating progress toward their compliance and security objectives
• Advocacy Development: Cultivate customer advocates and reference accounts that contribute to PreVeil's growth through referrals, case studies, and community engagement
• AI-Enabled Efficiency: Leverage internal systems and AI tools to manage customer engagement effectively at scale across a large portfolio
• Salesforce Hygiene: Maintain accurate account data, renewal timelines, health scores, and expansion opportunities within Salesforce
• Special Projects: Partner with the Director of Customer Success on strategic initiatives that advance the broader CS organization

Skills

• 8+ years of work experience with 4+ years of experience as a Customer Success Manager in a SaaS environment
• SaaS CSM experience is required; experience in Cybersecurity or Defense Industry-focused SaaS is strongly preferred
• Demonstrated success managing small to enterprise accounts, including executive-level relationship management
• Proven track record of driving product adoption, executing save motions, and owning renewal outcomes
• Outgoing and friendly with exceptional written and verbal communication skills
• An organized, detail-oriented, and execution-focused mindset
• Comfortable in a fast-paced, high-volume, high-growth, and goal-oriented environment
• Positive outlook and customer service oriented; great team player
• Comfort managing multiple priorities and accounts simultaneously
• Bachelor's Degree and minimum GPA of 3.6
• Remote — Eastern or Central Time Zone required
• Experience with Salesforce or similar customer success tools is required
• Experience in Cybersecurity or Defense Industry-focused SaaS is strongly preferred

Company Overview