Senior Customer Success Manager

Position Summary

We are seeking an experienced and strategic Senior Customer Success Manager (Sr. CSM) to manage and grow relationships with our most critical SaaS customers. In this high-impact role, you’ll serve as a trusted advisor, ensuring successful product adoption, long-term retention, and revenue growth. You will work cross-functionally and bring deep product knowledge, business acumen, and consultative experience to help enterprise customers realize measurable value.

This is a remote role based in North America. We are ideally looking for candidates located in the Eastern Time Zone for optimal collaboration with customers and team members.

Duties and Responsibilities

• Own strategic customer relationships for high-value and enterprise accounts post-onboarding through adoption, renewal, and expansion phases.
• Serve as a trusted advisor and business partner, deeply understanding each customer's goals, metrics, and KPIs.
• Lead and deliver Executive and Quarterly Business Reviews (EBRs/QBRs) to highlight value, align on priorities, and identify opportunities for continued success.
• Drive product adoption and utilization by guiding customers on best practices, new capabilities, and optimization strategies.
• Monitor and act on customer health scores, usage data, and satisfaction metrics to drive proactive engagement.
• Partner closely with Sales, Product, and Support to ensure a seamless customer journey and resolve escalations quickly and effectively.
• Identify and support expansion opportunities in partnership with Account Executives through demonstrated ROI and alignment with customer needs.
• Advocate for the customer internally, sharing feedback and insights to inform product and process improvements.
• Mentor and support fellow CSMs, contributing to team knowledge sharing, process improvements, and documentation.
• Maintain up-to-date customer records and insights in CRM and other CS tools.

Desired Skills and Experience

• 5+ years of experience in Customer Success, Account Management, or Strategic Consulting in a B2B SaaS environment.
• Proven success managing enterprise or complex mid-market accounts with multiple stakeholders and long-term contracts.
• Strong relationship management, communication, and presentation skills, including experience engaging with executive stakeholders.
• Analytical and problem-solving mindset with the ability to use data and insights to inform decisions and drive customer conversations.
• Proficiency in SaaS metrics (NRR, GRR, CSAT, NPS, health scoring) and success platforms (e.g., Gainsight, ChurnZero, Totango).
• Ability to manage a dynamic book of business with competing priorities and evolving customer needs.
• Bachelor’s degree required; advanced degree is a plus.

Preferred Qualifications:

• Experience in high-growth SaaS company.
• Familiarity with frameworks like Success Plans, EBRs/QBRs, Customer Journeys, and Customer Health Models.
• Industry knowledge in Learning Tech, HR Tech, EdTech, or Content Management Systems (LCMS, LMS, CCMS).

Benefits/Perks

• Work from home
• Competitive Salary & Annual bonus
• 100% Employer Paid Medical, Dental and Vision Insurance for Employee Only Coverage
• Employer Match for 401(k) plan
• Employer paid short & long term disability and life insurance
• Flexible PTO Policy + 12 Company paid holidays a year

Salary range: $95K - $105K, plus annual bonus

In addition to our commitment to equal pay for equal work, MadCap is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.