Sr Customer Success Manager

About the Role

Copado helps enterprises deliver Salesforce and cloud applications faster and with less risk. As a Sr Customer Success Manager, you own a portfolio of strategic enterprise accounts, drive adoption and measurable business outcomes, and act as a trusted advisor to customer executives and a revenue partner to Sales.

What You'll Do

• Build and execute Success Plans tied to each customer's business goals, with clear milestones and measurable value
• Lead onsite and virtual CBRs with C-suite and senior leadership, presenting progress, ROI, and roadmap
• Monitor adoption and account health, and address risk early
• Partner with Account Executives to identify, qualify, and close upsell and cross-sell opportunities, and contribute to Net Revenue Retention (NRR) across your portfolio
• Stay informed on renewal timelines and risks, and align with Sales so renewals are supported by demonstrated value
• Know when to engage Technical Account Managers and Product, and build a business case (customer impact, revenue at stake, strategic fit) for how to partner
• Represent the customer's voice to the Product team with clear evidence and context
• Travel regularly to customer sites for CBRs, executive meetings, and relationship building

What We're Looking For

• 7+ years in Customer Success, Account Management, or a similar customer-facing role in enterprise SaaS
• Industry experience in the Salesforce ecosystem, DevOps, or enterprise software delivery, with the credibility to engage customer technical and business leaders
• Track record of driving expansion and retention outcomes alongside Sales
• Strong business acumen, including the ability to build and present a business case
• Excellent communication, stakeholder management, and influencing skills

Measures of Success

• NRR and gross retention across your portfolio
• Expansion pipeline sourced and closed jointly with Sales
• Active Success Plans with milestones met and value realized on every strategic account
• Executive sponsors engaged and CBRs delivered on cadence with C-suite and senior leadership
• Product adoption and account health scores improve over time
• Faster time to value for new and expanding customers
• At-risk accounts identified early, with a clear mitigation plan and fewer surprises at renewal
• Customer satisfaction and advocacy (CSAT/NPS, references, case studies)

Benefits

Copado offers a comprehensive benefits package, which includes:

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) Plan
• Paid Time Off
• Wellness Perks

• Compensation for this role will vary based on several factors, including the candidate's qualifications, skills, competencies, and experience.
• Pay ranges are not necessarily representative of starting salaries for all locations.
• In addition to our outstanding benefits package, eligible full-time employees may also qualify for Copado's equity program.

• Copado's pay ranges reflect On Target Earnings (OTE), which encompasses base salary, bonuses, and/or commissions for meeting 100% of set targets.
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