Senior Customer Success Manager
At a glance
Senior Customer Success role at Bobyard. San Francisco · full-time · $120,000–$140,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Guide strategic customers from agreed outcomes and onboarding through renewal, finding ways to grow each account
- Build relationships with customer executives, demonstrate return on investment, and close expansion deals with sales
- Bring customer input to product and engineering, then run beta programs and check launches with users
- Build shared CS playbooks, account health measures, onboarding plans, and support workflows
- Win customer stories and references, while coaching newer CSMs and helping establish team standards
What you bring
- At least five years in customer success, account management, or implementation for a B2B SaaS provider
- A proven history of securing renewals and growing customer revenue
- Technical confidence to explain the product and troubleshoot with customers
- Experience creating CS processes and presenting business cases or renewal plans to executives
Who this fits
This senior role suits someone who can manage complex accounts while building practices other CSMs will use. You’ll work on-site in San Francisco. The pace involves weekly releases, changing priorities, and shaping work when requirements are still taking form.
From the employer
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+ years in customer success, account management, or implementation at a B2B SaaS company, ideally with technical or vertical software
Proven track record owning renewals and expansion revenue
Kind, humble, relentless, focused
Technically fluent, able to teach a technical product and troubleshoot alongside customers
Quick to learn product and industry context; construction, AEC, or estimating experience is a strong plus
Confident presenting to customer executives and internal leadership (business cases, QBRs, renewal strategy)
Has built CS processes from scratch before and knows what breaks at scale
Strategic and creative, able to zoom out and rethink how we approach problems
Bonus: experience with Zapier, CRM automations, or agents in a CS/support function
A note on pace
We ship weekly, and priorities move as we learn from customers. Requirements are often incomplete when work starts, and you'll be expected to shape them. If that pace excites you, you'll fit in well.
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
Build a category-defining company with a small, driven team
Come build with us!
Customer Success work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
Customer Success$120k+
Find me workBy the team behind growthroles.