Job Description
Role Overview As a Customer Success Manager, you will own and grow Swap 's top-tier book of business, acting as a trusted partner to our most valuable and complex customers. This is a senior, high-impact role for someone who thrives in managing senior stakeholders, navigating complexity, and driving meaningful commercial outcomes. What You Will Do Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion. Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact. Why It Might Be a Fit We're looking for someone with proven experience managing and growing a strategic or enterprise book of business in a SaaS environment, strong commercial acumen, and excellent stakeholder management skills. Requirements Proven experience managing and growing a strategic or enterprise book of business in a SaaS environment Strong commercial acumen with a track record of driving upsell, expansion, and retention in complex accounts Excellent stakeholder management skills, with confidence engaging senior external and internal stakeholders Experience handling escalations calmly and effectively, balancing customer advocacy with commercial priorities Strategic thinker who can translate customer goals into clear account plans and execution Comfortable working in a fast-paced, scaling startup with evolving processes and ambiguity Strong communication skills, both written and verbal, with the ability to simplify complex topics Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Vitally, Zendesk or similar) Benefits Competitive base salary Stock options in a high-growth startup Competitive PTO with public holidays additional (and your birthday off!) Pension contributions Private health Gym and wellness benefits Mental health benefits Quarterly team offsite budget Thursday happy hour Breakfast Mondays Originally posted on Himalayas
