Senior Customer Success Manager

Position Overview Your top priority is making sure our largest and most complex customers achieve the outcomes they came to us for, and helping shape how Bobyard does customer success as we scale. To do that, you will: - Own a book of strategic accounts end to end, from defining success criteria and leading onboarding through renewal and expansion - Build executive-level relationships and drive measurable ROI that turns customers into long-term partners - Own retention and expansion targets, identifying and closing upsell opportunities alongside sales - Be the voice of the customer internally: synthesize feedback into clear priorities for product and engineering, and lead beta programs and launch validation - Design and scale CS playbooks, health scoring, onboarding frameworks, and support workflows the rest of the team will run on - Source and drive testimonials, case studies, and references from your accounts - Mentor newer CSMs and help set the bar for the function Desired Attributes - 5+ years in customer success, account management, or implementation at a B2B SaaS company, ideally with technical or vertical software - Proven track record owning renewals and expansion revenue - Kind, humble, relentless, focused - Technically fluent, able to teach a technical product and troubleshoot alongside customers - Quick to learn product and industry context; construction, AEC, or estimating experience is a strong plus - Confident presenting to customer executives and internal leadership (business cases, QBRs, renewal strategy) - Has built CS processes from scratch before and knows what breaks at scale - Strategic and creative, able to zoom out and rethink how we approach problems - Bonus: experience with Zapier, CRM automations, or agents in a CS/support function Benefits - Competitive salary: $120,000K–$140,000K base + commission & bonus - Work closely with sales, product, design, and engineering - Opportunity to shape the CS function's strategy, systems, and team as an early senior hire This is a full-time, in-person role in SF. We think we have a strong product and a real opportunity in a large industry. If that's exciting to you, we'd love to talk. Comp Philosophy We are proud to offer competitive, top-of-market compensation because we want to celebrate the dedicated people who ship amazing work and drive our success. Our individual compensation is thoughtfully tailored based on your role, experience, and contributions, alongside performance-based rewards.