Remote opportunity at
ChartHopSenior Customer Success Manager
ChartHop seeks a remote Senior Customer Success Manager to join its Customer Experience team. In this position, the professional acts as a strategic advisor guiding clients…
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About This Role
ChartHop seeks a remote Senior Customer Success Manager to join its Customer Experience team. In this position, the professional acts as a strategic advisor guiding clients toward tangible business results beyond simple software utilization. The worker manages the complete customer lifecycle, guiding accounts from implementation transitions through renewals and expansions while advising executive leaders in HR, Finance, and People operations across various enterprise scales. Key performance metrics for the role…
Job Description
ChartHop seeks a remote Senior Customer Success Manager to join its Customer Experience team. In this position, the professional acts as a strategic advisor guiding clients toward tangible business results beyond simple software utilization. The worker manages the complete customer lifecycle, guiding accounts from implementation transitions through renewals and expansions while advising executive leaders in HR, Finance, and People operations across various enterprise scales.
Key performance metrics for the role include Gross Revenue Retention, Net Revenue Retention, overall account health, successful renewal outcomes with accurate forecasting, and adherence to risk mitigation protocols. Candidates must possess significant experience managing enterprise accounts and navigating complex internal workflows. The application window for this opportunity closes on October 26, 2026.
Responsibilities
- Build and maintain relationships with executive buyers and multiple stakeholders to prevent turnover risk
- Initiate renewal discussions and manage the complete renewal narrative, strategy, and execution
- Facilitate rapid resolution of customer escalations by flagging risks early and coordinating across internal teams
- Track customer success metrics tied directly to individual business goals and planning cycles
- Drive adoption of retention-critical features and identify account expansion opportunities
- Serve as a product subject matter expert and workflow consultant to prevent data exposure risks
- Lead customer enablement by onboarding, training, and coaching users to operate the platform independently
- Manage the implementation-to-CSM handoff and absorb full account context for continuity
- Channel product feedback, trends, and insights from customers directly to Product and Engineering
Requirements
- At least 5 years of experience in Customer Success, SaaS consulting, or a related field
- Demonstrated track record of managing enterprise customer relationships, commercial negotiations, and renewals
- Strong executive presence with comfort interacting with C-suite and VP-level stakeholders
- Background in SaaS implementations, project management, and cross-functional collaboration
- Ability to consult on complex workflows across People, Finance, and Recruiting functions
- Proficiency in translating customer needs into product feedback and strategic recommendations
Qualifications
- Experience working at a high-growth startup
Core Skills
Frequently Asked Questions
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Is this position remote?
Yes, the posting specifies that the role is remote.
What is the employment type?
The posting specifies full-time employment.
What is the salary for this role?
The posting does not specify the salary.
When does the application close?
The application closes on October 26, 2026.
Sample Interview Questions
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