Senior Customer Success Manager (Sr. CSM)

Strategic Leader – Revenue Ownership up to $2.5M

Job Title: Senior Customer Success Manager Location: Schaumburg, IL Department: Customer Success Team Experience Level: 6+ years

Overview

The Senior Customer Success Manager is a strategic leadership role responsible for managing a high-value portfolio of client accounts totaling approximately $2.5 million in annual managed revenue. This role focuses on long-term client strategy, revenue growth, and cross-functional leadership to ensure sustained client success and retention.

The Sr. CSM acts as a trusted advisor to clients, drives strategic planning, and mentors Customer Success Managers and Specialists. This role operates with a high degree of autonomy and influence across the organization.

Key Responsibilities

Strategic Client Leadership

• Own senior-level client relationships and executive communication.
• Develop and execute long-term account strategies aligned with client business goals.
• Manage a portfolio of accounts totaling approximately $2.5M in revenue.
• Lead renewal and expansion strategies in partnership with leadership.
• Identify and mitigate account risk while maximizing lifetime value.

Revenue & Financial Oversight

• Maintain accountability for account profitability and forecasting accuracy.
• Partner closely with Finance on budgeting, forecasting, and revenue planning.
• Provide leadership with insights on account performance and growth trends.

Cross-Functional Leadership

• Lead internal account teams and drive alignment across Product, Analytics, Marketing, and Technology.
• Provide guidance and mentorship to CSMs and Client Success Specialists.
• Influence process improvements and best practices within the Customer Success function.

Campaign & Performance Oversight

• Oversee campaign strategy and execution, ensuring alignment with client objectives.
• Review performance data and guide optimization and innovation efforts.
• Ensure high-quality client deliverables and reporting standards.

Qualifications

• 6+ years of experience in customer success, account management, or digital marketing leadership roles.
• Bachelor's degree in Marketing, Business, or related field.
• Proven experience managing large, complex client portfolios.
• Strong strategic thinking, leadership, and executive communication skills.
• Deep understanding of digital marketing KPIs, analytics, and automation.
• Ability to influence stakeholders and lead cross-functional teams.