Senior Customer Success Manager

About this role

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

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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

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$70 a month toward your commute

• Team happy hours and events
• Build a category-defining company with a small, driven team

Comp Philosophy

Cash for stability. Bonus for performance. Equity for ownership. Your package reflects your role, your experience, and what you deliver.