# Senior Customer Success Manager at ChartHop

Senior Customer Success Manager at ChartHop in Remote US. Remote, full-time, paying $90k–$120k. Posted October 15, 2026.

- Company: ChartHop
- Location: Remote US
- Workplace: Remote
- Job type: Full-time
- Pay: $90k–$120k
- Experience: 5+ years
- Posted: 2026-10-15
- Apply: https://jobs.ashbyhq.com/charthop/10e16aa0-c726-40b9-932b-aed457bb24ab/application
- Source: https://jobmagic.ai/jobs/senior-customer-success-manager-charthop-2m3x9f

## Requirements

- 5+ years in Customer Success, SaaS consulting, or a related field
- Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
- Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders
- Experience with SaaS implementations, project management, and cross-functional collaboration
- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
- Proficiency translating customer needs into product feedback and strategic recommendations
- Experience at a high-growth startup (nice to have)Application deadline: Monday October 26th

## Description

### **Job Mission**

We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.
**We will measure your success through:**

- Gross Revenue Retention (GRR)

- Net Revenue Retention (NRR)

- Overall customer health and successful outcomes

- Renewal outcomes and forecasting accuracy

- Following risk mitigation frameworks and playbooks

 

### **What You'll OwnRelationship & Retention**

- Your book of business will be a book of approximately 20-25 accounts mostly in mid-market segment with a few enterprise accounts.

- Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk

- Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus

- Initiate renewal discussions and fully own renewal narrative, strategy and execution

- Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved

- Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information

**Value & Adoption**

- Define and track customer success metrics tied to each customer's business goals — not just platform usage

- Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)

- Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules

- Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps

- Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation

**Strategic Oversight**

- Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity

- Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering

- Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication

 

### **Requirements**

- 5+ years in Customer Success, SaaS consulting, or a related field

- Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations

- Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders

- Experience with SaaS implementations, project management, and cross-functional collaboration

- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions

- Proficiency translating customer needs into product feedback and strategic recommendations

- Experience at a high-growth startup (nice to have)
**Application deadline:** Monday October 26th

Although we list what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great addition, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply only if they check 100% of every box, while others apply when they meet roughly 60%. The point: it does not hurt to take a chance and apply. We are an inclusive employer and value diversity at our company.