Senior Customer Success Manager

About this role

ChartHop is on a mission to create healthy transparency within organizations, so that employees and organizations thrive. We are looking for
a Senior Customer Success Manager!
Salary range - $90- $120K base plus bonus and equity
Job Mission
We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.


We will measure your success through:

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Overall customer health and successful outcomes
• Renewal outcomes and forecasting accuracy
• Following risk mitigation frameworks and playbooks

What You'll Own
Relationship & Retention

• Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk
• Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
• Initiate renewal discussions and fully own renewal narrative, strategy and execution
• Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved
• Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information

Value & Adoption

• Define and track customer success metrics tied to each customer's business goals — not just platform usage
• Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)
• Drive adoption of ...