Senior Customer Success Manager

The role

You will own a book of strategic accounts from onboarding through renewal and expansion. You will build executive-level relationships and design CS playbooks, health scoring, and onboarding frameworks.

What you will do

• Own a book of strategic accounts end to end
• Build executive-level relationships and drive measurable ROI
• Own retention and expansion targets
• Identify and close upsell opportunities alongside sales
• Synthesize customer feedback into priorities for product and engineering
• Lead beta programs and launch validation
• Design and scale CS playbooks, health scoring, onboarding frameworks, and support workflows
• Source and drive testimonials, case studies, and references
• Mentor newer CSMs

Required qualifications

• 5+ years in customer success, account management, or implementation at a B2B SaaS company
• Proven track record owning renewals and expansion revenue
• Technically fluent, able to teach a technical product and troubleshoot alongside customers
• Confident presenting to customer executives and internal leadership
• Has built CS processes from scratch before

Nice to have

• technical or vertical software
• construction, AEC, or estimating experience
• experience with Zapier, CRM automations, or agents in a CS/support function

Benefits

• Competitive salary plus equity options
• Health, dental, and vision coverage
• Catered lunch in the office
• $70 a month toward your commute
• Team happy hours and events

About the company

Bobyard is a small, driven team building a category-defining company.