Sr. Customer Success Manager
Who We Are: CrashPlan® provides cyber-ready data resilience and governance in a single platform for organizations whose ideas power their revenue. With its comprehensive backup and recovery capabilities for data stored on servers, on endpoint devices, and in SaaS applications, CrashPlan's solutions are trusted by entrepreneurs, professionals, and businesses of all sizes worldwide. From ransomware recovery and breaches to migrations and legal holds, CrashPlan's suite of products ensures the safety and compliance of your data without disruption. What You Will Be Doing: We are seeking a Senior Customer Success Manager to own and drive outcomes for a portfolio of strategic and enterprise customers. This role is responsible for building trusted relationships, ensuring customers realize ongoing value from our platform, and driving retention and expansion. As a senior individual contributor, you will operate as a strategic advisor to customers, proactively managing risk, aligning solutions to business objectives, and collaborating cross-functionally to deliver an exceptional customer experience. Day In The Life: Customer Relationship \& Success Management Own the end-to-end customer lifecycle for a portfolio of strategic and enterprise accounts Develop and execute customer success plans aligned to customer business goals, advocating for customer needs internal and ensuring timely follow-through Serve as the primary point of contact and trusted advisor for assigned customers, building strong relationships with customer stakeholders at multiple levels Adoption, Retention \& Expansion Drive product adoption and value realization through proactive engagement Monitor customer health, usage, and risk indicators; take action to prevent churn Partner with Sales on renewals and expansion opportunities Cross-Functional Collaboration Partner with Technical Account Managers, Support, Solutions Engineering, Product, and Sales teams to resolve customer challenges or progress renewals Coordinate escalations and ensure effective communication and resolution Provide structured customer feedback to influence product and experience improvements Process \& Continuous Improvement Maintain accurate customer data, success plans, and activity tracking in CRM and CS tools Contribute to playbooks, best practices, and scalable success motions Mentor junior CSMs and contribute to team knowledge sharing Who You Are: Required Qualifications: Bachelor's degree in Business Administration, Management, Communications, Marketing, Information Systems, or a related field - or equivalent relevant experience 5+ years of experience in Customer Success, Account Management, or related customer-facing roles in B2B SaaS Proven experience managing enterprise or strategic customer relationships Experience presenting, demonstrating technical solutions Strong ability to drive retention, adoption, and customer satisfaction outcomes Preferred Qualifications: Excellent communication and stakeholder management skills Experience supporting enterprise and/or strategic SaaS customers Familiarity with technically complex products and CRM platforms Experience working with data protection and data compliance solutions Experience partnering cross-functionally, particularly with Sales and Product teams NOTE - We are only considering remote candidates in the following states: AL, AZ, CA, CO, FL, GA, IL, MA, MD, MI, MN, NC, NJ, NY, OH, SC, TX, VA, WA, WI The total compensation for this position (on target earnings ) is $140,000 - $175,000 / year. This position is eligible for a variable bonus plan based on assigned targets, in addition to a full range of benefits. Final compensation will be dependent on various factors relevant to the position and the candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. CrashPlan values workplace diversity and ensuring an environment of mutual respect. Employment opportunities are available to all applicants without regards to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. We believe that diversity and inclusion are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are proud to be an equal opportunity employer.