Sr Customer Success Manager

About the Role

Copado helps enterprises deliver Salesforce and cloud applications faster and with less risk. As a Sr Customer Success Manager, you own a portfolio of strategic enterprise accounts, drive adoption and measurable business outcomes, and act as a trusted advisor to customer executives and a revenue partner to Sales.

What You’ll Do

• Build and execute Success Plans tied to each customer's business goals, with clear milestones and measurable value
• Lead onsite and virtual CBRs with C-suite and senior leadership, presenting progress, ROI, and roadmap 
• Monitor adoption and account health, and address risk early
• Partner with Account Executives to identify, qualify, and close upsell and cross-sell opportunities, and contribute to Net Revenue Retention (NRR) across your portfolio
• Stay informed on renewal timelines and risks, and align with Sales so renewals are supported by demonstrated value
• Know when to engage Technical Account Managers and Product, and build a business case (customer impact, revenue at stake, strategic fit) for how to partner
• Represent the customer's voice to the Product team with clear evidence and context
• Travel regularly to customer sites for CBRs, executive meetings, and relationship building

What We’re Looking For

• 7+ years in Customer Success, Account Management, or a similar customer-facing role in enterprise SaaS
• Industry experience in the Salesforce ecosystem, DevOps, or enterprise software delivery, with the credibility to engage customer technical and business leaders
• Track record of driving expansion and retention outcomes alongside Sales
• Strong business acumen, including the ability to build and present a business case
• Excellent communication, stakeholder management, and influencing skills

Measures of Success

• NRR and gross retention across your portfolio
• Expansion pipeline sourced and closed jointly with Sales
• Active Success Plans with milestones met and value realized on every strategic account
• Executive sponsors engaged and CBRs delivered on cadence with C-suite and senior leadership
• Product adoption and account health scores improve over time
• Faster time to value for new and expanding customers
• At-risk accounts identified early, with a clear mitigation plan and fewer surprises at renewal
• Customer satisfaction and advocacy (CSAT/NPS, references, case studies)

Benefits

Copado offers a comprehensive benefits package, which includes:

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) Plan
• Paid Time Off
• Wellness Perks

Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.

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