Senior Customer Success Manager

At Varicent, we're not just transforming the Sales Performance Management (SPM) market—we're redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM , 2023 Ventana Research Revenue Performance Management (RPM) Value Index , Gartner Peer Insights , 2024 Gartner SPM Market Guide , and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here's why you'll thrive at Varicent: • Innovate with Purpose: Build impactful solutions for customers worldwide. • Join Excellence: Work in a diverse, collaborative, and innovative team. • Shape the Future: Lead in redefining revenue optimization. • Grow Together: Unlock your potential in a supportive environment. Join us at Varicent—where your talent and ambition meet limitless opportunities for success! Summary of the Role and Team As a Senior Customer Success Manager, Strategic Accounts, you will join Varicent's Strategic Customer Success team and manage a portfolio of our most strategic customers within the Platinum Advantage Program. Reporting to the Manager, Customer Success - Strategic, you will partner with executive stakeholders, business leaders, and technical teams to help customers achieve measurable business outcomes through the successful adoption of Varicent solutions. This team supports a select portfolio of high-value enterprise customers, allowing Customer Success Managers to take a strategic, consultative approach focused on value realization, customer growth, retention, and long-term partnership development. What You Will Be Doing • Own a portfolio of strategic enterprise customers and serve as the primary Customer Success contact across the customer lifecycle • Lead success planning initiatives that align customer business goals, stakeholders, risks, milestones, and measurable outcomes • Build and maintain relationships with executive stakeholders, Business Decision Makers (BDMs), and Technical Decision Makers (TDMs) • Drive product adoption and value realization by developing and executing customer-specific success and adoption plans • Identify and support expansion opportunities that align with customer priorities and business objectives • Partner with Sales, Professional Services, Support, Partner teams, and other internal stakeholders to support customer success initiatives • Lead executive business reviews, strategic planning discussions, and customer outcome-focused engagements • Maintain accurate customer health, engagement, business value, and account planning information within Customer Success platforms and CRM systems What You Bring • Experience managing enterprise or strategic customer relationships within a SaaS, technology, or business applications environment • Experience leading executive stakeholder conversations and building relationships across multiple levels of customer organizations • Demonstrated success driving customer adoption, retention, value realization, or business outcomes • Experience identifying account growth, expansion, renewal, or customer development opportunities • Ability to connect customer business objectives to technology solutions and measurable business impact • Strong project coordination, stakeholder management, and problem-solving skills across complex initiatives • Experience collaborating across cross-functional teams to achieve customer outcomes • Bachelor's degree in Business, Information Technology, Finance, or equivalent experience Success Outcomes First 90 Days • Build an understanding of Varicent's solutions, Customer Success methodology, strategic customer portfolio, and Platinum Advantage Program • Establish relationships with assigned customers and key internal stakeholders • Review customer success plans, business priorities, renewal timelines, and growth opportunities across assigned accounts • Begin leading customer engagements focused on business goals, adoption, and value realization Within 6 Months • Independently manage strategic customer relationships across the assigned portfolio • Ensure customers have documented success plans aligned to measurable business outcomes and executive priorities • Demonstrate progress in adoption, customer engagement, value realization, and retention activities • Partner effectively with Sales and Renewal teams to identify expansion opportunities and support renewal readiness • Establish trusted relationships with executive stakeholders across assigned accounts Within 12 Months • Serve as a strategic advisor to customer executives and key stakeholders across the portfolio • Demonstrate measurable impact on customer retention, adoption, expansion, and business outcome achievement