Customer Success Manager

We’re looking for a Senior Customer Success Manager to own the post-sale relationship for our enterprise and mid-market accounts. You’ll be the strategic partner our customers rely on to drive adoption, realize value, and grow their partnership with Prophetic Software. This is a high-impact role on a small, fast-moving team — you’ll shape how we do customer success, not just execute a playbook.

Own a portfolio of enterprise and mid-market accounts end-to-end — from onboarding through renewal and expansion

- Build deep relationships with champions, economic buyers, and executive stakeholders

- Drive product adoption by creating success plans tied to each customer’s business objectives

- Lead quarterly business reviews (QBRs) and executive check-ins that demonstrate ROI

- Monitor health scores, usage signals, and risk indicators; proactively intervene before churn

- Identify and close expansion opportunities in partnership with Account Executives

- Serve as the voice of the customer internally — surface product feedback, escalate blockers, and influence the roadmap

- Contribute to building out CS playbooks, onboarding templates, and team processes

- 2+ years of Customer Success, Account Management, or related post-sale experience at a B2B SaaS company

- Experience owning a book of business and supporting renewal processes

- Comfortable leading QBRs and building relationships with day-to-day stakeholders

- Data-driven: you use health metrics, usage data, and renewal forecasts to prioritize your work

- Exceptional written and verbal communication; you can explain complex concepts simply

- Ability to manage 15–25 accounts simultaneously with strong organizational skills

- Ability to travel up to 25% to customer sites, QBRs, and events

- Experience in [relevant industry, e.g., AI / ML software, healthcare tech, fintech]

- Experience at a startup or scale-up; comfort with ambiguity and building from scratch