[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Anaconda, Inc. is a company focused on advancing AI with open source at scale. The Senior Customer Success Manager will own a portfolio of enterprise accounts, ensuring customer satisfaction and driving expansion while collaborating with various teams to support customer goals.ResponsibilitiesOwn a portfolio of enterprise accounts ($6M+ book of business). Build deep relationships across complex organizations — from end users and technical buyers to C-suite and VP-level executives — well beyond the initial point of contactArrive at every customer interaction with a prepared point of view. Draw on health scores, product usage data, and engagement signals to drive conversations forward and deliver clear value at each touchpoint. No filler meetingsMaintain rigorous account documentation — success plans, stakeholder maps, risk flags, expansion signals, monthly account pulses, and agreed next steps — that reflects the true state of each account and sets the standard for the broader teamCollaborate with Sales, Product, and Engineering to support customer goals, mitigate risk, and advocate internally for what customers actually need — not just what's easy to deliverProactively research and identify new business units, personas, and decision-makers within your accounts. Craft targeted outreach to expand your stakeholder map and surface expansion opportunities — operating with the same rigor as a business development function when the situation calls for itContribute to playbook development, CS engagement templates, and team best practices. Senior CSMs are expected to leave the function stronger than they found itMentor and coach less experienced CSMs through deal reviews, account strategy sessions, and informal guidance — translating personal experience into repeatable, teachable approachesSkills6+ years of experience in customer success, account management, or a related field — with a demonstrated track record managing large enterprise accounts (10,000+ employees) and a $6M+ book of business with accountability for retention and growth outcomesDemonstrated ability to build and navigate relationships across complex organizations, including VP and C-suite stakeholdersProficiency with CS platforms, CRM tools, and health scoring methodologies to drive data-informed account managementProspecting and outreach acumen — able to research accounts, map key stakeholders, and build pipeline from within your book using tools, data, and creative outreach strategiesExperience working with technical buyers — IT, engineering, security, or data science teams — and the ability to translate technical risk and product capability into clear business impactExceptional verbal and written communication skills across all levels of an organization, including executive audiencesBachelor's degree or equivalent experienceExperience in a high-growth or early-stage company where the playbook wasn't written yet — you've helped build structure from scratch, operated without hand-holding, and stayed effective when priorities shifted underneath youFamiliarity with open-source ecosystems, software package management, dependency management, or supply chain security — and the ability to speak credibly to technical buyers about license compliance exposure and vulnerability workflowsExperience engaging Director-level and above IT, Engineering, and Data Science stakeholders on topics like Anaconda's Package Security Manager, Anaconda Core, or enterprise deployment optionsA history of contributing to team infrastructure — playbooks, engagement templates, peer coaching, or process improvements that raised overall team performanceExperience in a high-growth, open-source, or data science-oriented company where customer needs evolve quickly and the product is still maturingYou embody our values — Curious by Default, Build Together, Own It, and Lead with Guts and Heart — and our behaviors: Clarity, Care, and CandorYou care deeply about building environments where people of all backgrounds can do their best workBenefitsVariable commissionEquityBenefitsFlexible Vacation PolicyMedical, Dental, and Vision InsuranceShort Term and Long Term DisabilityPaid Parental LeaveMonthly Wellness StipendEmployee Assistance Program and Mental Health ResourcesFlexible hoursA fully remote setupA genuine commitment to your wellbeing and growthCompany OverviewAnaconda, the leader in advancing AI innovation, is the trusted foundation for AI-native development that empowers builders and enterprises to secure, orchestrate, and accelerate data and AI at scale. It was founded in 2012, and is headquartered in Austin, Texas, USA, with a workforce of 201-500 employees. Its website is https://www.anaconda.com.