[{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Customer Success Manager","description":"

Job Mission

We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.

We will measure your success through:

Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)
Overall customer health and successful outcomes
Renewal outcomes and forecasting accuracy
Following risk mitigation frameworks and playbooks

What You'll Own

Relationship & Retention

Your book of business will be a book of approximately 20-25 accounts mostly in mid-market segment with a few enterprise accounts.
Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk
Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
Initiate renewal discussions and fully own renewal narrative, strategy and execution
Drive and faci","datePosted":"2026-11-09","employmentType":"FULL_TIME","hiringOrganization":{"@type":"Organization","name":"Charthop","sameAs":"https://charthop.com"},"url":"https://jobs.ashbyhq.com/ChartHop/08ee46dd-42d5-471f-bf6f-0c60528b1189","jobLocationType":"TELECOMMUTE","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote US"}}},{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Manager Technical Services","description":"
ChartHop is the AI-powered people platform helping organizations plan smarter, operate with clarity, and make confident decisions about their organization. As Senior Manager, Technical Services, you'll lead the Implementation Specialists and Senior Professional Services Consultants who onboard new customers and deliver complex technical projects: system integrations, SFTP connections, data cleanup, compensation planning cycles, and custom configurations.
This is a leadership and people management role. You'll set the operating model, develop the team, own client project management, and serve as the escalation point, without carrying a direct client account load. You'll report to the Senior Director of Customer Experience and partner with Sales, R&D, and CX. The role is fully remote within the US (Eastern to Pacific time zones).
You'll be a great fit if
- Career Experience: You've worked at B2B SaaS companies that are AI-forward and focused on data analytics, with particular interest in HR, revenue, talent acquisition, and finance platforms
- Client Demographic: You've delivered for mid-market and enterprise customers (300 to 1,500+ employees) in Professional Services, Implementation, Technical Customer Success, or consulting, including executive stakeholder management
- Functional Breadth: You've helped scale client-facing technical teams. You don't need to have led the function, but you understand what growth and scale look like in practice
- People Management: You've managed technical, customer-facing teams, you know how to hire and develop talent, and you keep growing as a people manager

Job Mission

What You'll Own

You'll be a great fit if

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