Senior Customer Success Manager

About Us

At Crescendo , we’re transforming customer experience with Augmented AI—a seamless blend of human expertise and AI automation that delivers better, faster, more scalable support. We’re not just changing how support works. We’re reshaping the economics of an entire industry.

The Role

As a Senior Customer Success Manager , you will own the success, retention, and growth of an assigned portfolio of strategically important customers. Your primary focus will be on cultivating relationships with C-level stakeholders, delivering exceptional customer experiences, and expanding revenue opportunities through strategic account management. Reporting to the VP, Customer Success, this is a highly visible role that combines customer advocacy with revenue accountability in a fast-paced, entrepreneurial environment.

What You’ll Do:

• Customer Retention: Ensure high customer satisfaction and retention by proactively managing relationships, resolving challenges, and demonstrating the value of our solutions.
• Strategic Account Planning: Develop and execute comprehensive account plans for each assigned customer, identifying opportunities for expansion and aligning our solutions with their business goals.
• Revenue Growth: Drive expansion through deploying our AI Service Agents on multiple channels, meeting or exceeding assigned revenue quotas. Collaborate closely with Sales, Product, and Operations teams to maximize value for customers and the company.
• C-Level Engagement: Build and maintain strong relationships with senior executives and other key stakeholders, serving as a trusted advisor and ensuring alignment on strategic objectives.
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs while balancing company priorities.
• Customer Success Metrics: Track and report on key performance indicators, including expansion revenue, renewal forecasting, and customer health scores.
• Cross-Functional Collaboration: Partner with Sales, Product, Marketing, Operation, and Support teams to address customer needs and improve the customer experience.

What We Expect From You:

• Experience: 5–7 years of experience as a Customer Success Manager or in a similar customer-facing role within the B2B SaaS industry. Proven track record of managing a book of business and consistently meeting or exceeding revenue quotas.
• Strategic Expertise: Demonstrated ability to create and execute strategic account plans, identifying growth opportunities and delivering measurable results.
• Revenue Focus: Direct experience with sales activities, including upselling, cross-selling, and renewals, in addition to customer success responsibilities.
• Relationship Management: Skilled in building and sustaining relationships with C-level executives and other senior stakeholders at enterprise accounts.
• Customer-Centric Mindset: Passion for delivering value to customers, solving their challenges, and ensuring their success.
• Analytical Skills: Ability to leverage data to inform decision-making, assess account health, and identify growth opportunities.
• Communication: Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively.
• Adaptability: Experience thriving in a dynamic, fast-paced, and high-growth environment.
  
  

Preferred Qualifications:

• Experience driving process implementation and change in a fast-paced environment.
• Experience at a venture-backed or high-growth SaaS company.
• Proven ability to balance customer advocacy with revenue-driven goals.

What You’ll Get In Return:

• Remote working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why Crescendo?

• We’re creating a new category: Augmented AI.
• Our growth has been explosive—0 to ~$100M+ in ARR in under a year—and we’re just getting started.
• Our model is built on outcomes, not buzzwords. That means we only win when our customers do.
• You’ll join a high-performing, customer-obsessed team that values speed, creativity, and craft.
• We’re remote-first, people-first, and purpose-driven.

Join us and help shape the future of customer experience.

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected] .