Senior Customer Success Manager - Remote

Overview

The Senior Customer Success Manager at Reforge Learning plays a crucial role in managing and growing strategic enterprise accounts, ensuring customer satisfaction and retention through innovative strategies and collaboration across teams.

In Short

• Own and manage a portfolio of strategic enterprise accounts.
• Drive retention and expansion of customer relationships.
• Develop Customer Success processes and playbooks.
• Act as a feedback loop between customers and internal teams.
• Collaborate with sales leaders on go-to-market strategies.
• Leverage AI to enhance customer engagement and efficiency.

Requirements

• 5+ years of experience in enterprise CSM or strategic account management.
• Experience in building Customer Success processes from scratch.
• Strong executive presence and communication skills.
• A builder mindset with comfort in ambiguous environments.
• Data-driven approach to account management.
• Fluency in AI and automation tools.
• Ability to influence without authority and foster collaboration.

Benefits

• Equity options.
• Wellbeing benefits.
• Work from home equipment allowance.
• Annual Learning & Development stipend.
• Diverse and inclusive work environment.