Sr. Customer Success Manager

About the role

As a Sr. Customer Success Manager at Catchafire, you will drive the mission of bridging paths to stronger communities by building strong relationships with clients, acting as a trusted product expert, and delivering revenue growth through renewals, upsells, and churn reduction.

Key responsibilities

• Build and maintain relationships with a portfolio of 15‑25 customers, serving as a trusted advisor.
• Own net revenue retention and gross retention targets, forecasting renewals and driving expansions.
• Draft detailed account plans, monitor health scores, and proactively address at‑risk clients.
• Act as product expert and advocate, providing feedback to Platform, Sales, and Marketing teams.
• Deliver data‑driven insights and lead business reviews with client stakeholders.
• Mentor other CSMs and share best practices across the team.
• Utilize AI tools for account research, renewal preparation, and reporting.

Required profile

• 5‑7+ years in customer‑facing or account management roles with quota‑carrying experience (minimum $2.5 M annual quota).
• Proven success in renewal, upsell/cross‑sell and managing complex, multi‑stakeholder projects.
• Experience working with senior‑level stakeholders and using CRM/customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
• Strong analytical, project management and business acumen skills.

Required skills

• Salesforce
• Gainsight
• HubSpot

What we offer

• Base salary $95,000 plus $55,000 variable (total OTE $150,000).
• Excellent health insurance covering 80 % of premiums for employee and dependents.
• Unlimited PTO, parental/family leave, professional development stipend, and online mental health services.
• Remote‑first full‑time permanent role with occasional travel; work during Eastern Time Zone hours.