[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Superhuman is an AI productivity platform on a mission to unlock the superhuman potential in everyone. As a Senior Customer Success Manager, you will cultivate and maintain strong relationships with upper mid-market education accounts, ensuring high value for customers and executing successful contract renewals.ResponsibilitiesOwn the full post-sales customer lifecycle for your assigned enterprise accounts, ensuring seamless onboarding, activation, and long-term successLead renewal strategies end-to-end, including pricing proposals and contract negotiations, to drive retention and account growthPartner cross-functionally with Sales and Key Accounts teams to identify and execute on expansion and cross-sell opportunitiesDeliver high-impact enablement experiences by deeply understanding customer goals, training users on Superhuman’s products and features, and aligning product capabilities with organizational goals and objectivesConduct strategic account reviews, providing tailored insights and performance metrics to reinforce value, deepen engagement, and align on success plansDrive adoption and product usage through thoughtful engagement strategies, champion development, and customer educationLeverage customer engagement data and trends to identify risks, uncover opportunities, and take proactive, data-informed actions that exceed performance targetsAct as a consultative partner and trusted advisor, aligning Superhuman’s AI-powered solutions with each customer’s business strategy and communication goalsApply knowledge of AI and Large Language Models (LLMs) to help customers stay ahead of industry trends and maximize value from Superhuman’s offeringsBuild and grow strategic relationships through multithreading, identifying and nurturing champions and influencers across departments and seniority levelsLead effective, executive-ready customer meetings, crafting clear agendas, surfacing strategic insights, and facilitating collaborative decision-makingGather and synthesize customer feedback, creating meaningful feedback loops to influence Superhuman’s product roadmap and innovation prioritiesContribute to continuous improvement initiatives by identifying gaps, streamlining processes, and supporting team-wide content and operational enhancementsMentor peers and share best practices, serving as a trusted resource and collaborator across the Customer Success team and broader organizationSkills5+ years of experience in Customer Success, Account Management, or a related client-facing role with Education industry customers, ideally within EdTechProven success managing large, strategic accounts—owning renewals, driving adoption, and exceeding retention and revenue goalsStrong communicator with exceptional relationship-building skills and a consultative, customer-centric approachComfortable working with C-level stakeholders and navigating complex organizational structures through strategic multithreadingAnalytical mindset with the ability to interpret both quantitative and qualitative data, identify trends, and act decisivelyExperience influencing cross-functional partners, including product, marketing, and engineering, to advocate for customer needs and business outcomesOperational excellence in tools like CRM (e.g., Salesforce) for tracking activities, pipeline, and project milestonesSolid understanding of subscription models, including pilots, upsells, and customer lifecycle strategiesDemonstrated fluency in English—both written and spoken—with polished communication and presentation skillsFamiliarity with the AI landscape, especially Large Language Models (LLMs), and a strong ability to translate technical concepts into business valueHas a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environmentsBenefitsExcellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)Disability and life insurance options401(k) and RRSP matchingPaid parental leave20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick timeGenerous stipends (including those for caregiving, pet care, wellness, your home office, and more)Annual professional development budget and opportunitiesCompany OverviewSuperpowers, everywhere you work. Mail, Docs, and AI that work in every app and tab. It was founded in 2009, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://superhuman.com.