Senior Customer Success Manager

The Sr. CSM builds trusted advisor relationships withsenior and executive stakeholders proactively guiding clients to maximize the value of their commuter benefits programs. Working strategically with customers the Sr. CSM identifiesobjectives develops action plansanticipatesrisks and uses data and insights to ensure clients are achieving and exceeding their desired outcomes.The Sr. CSM also serves as a product advocate for the client ensuring their needs and feedbackinformongoing product improvements and enhancements.

Partnering closely with a dedicated Account Manager who owns the commercial relationship the Sr. CSM owns overallprogramhealth employee adoption and engagement. The role emphasizes proactive leadership cross-functional collaboration and accountability for retention value realization and client satisfaction across the most complex and high-impact accounts.

Essential Functions: Duties and Responsibilities

• Develop and manage strategic relationships with senior executive and multi-functional stakeholders across a portfolio of Tier 1 enterprise clients.

• Drive customer adoption engagement and Gross Revenue Retention (GRR) by increasing Unique Users and ensuring sustained program value.

• Build execute andmaintainquarterly success plans aligned to each clients businessobjectives outcomes and success metrics.

• Monitor usage data engagement trends and customer health indicators to proactivelyidentifyrisks declines in engagement and renewal concerns.

• Identify escalate and resolve complex client issues with urgency clarity and executive-level professionalism.

• Lead structured Quarterly Business Reviews (QBRs) that connect client goals platform data program outcomes and actionable recommendations.

• Collaborate closely with Account Managers during renewal cycles byprovidingdata-driven insights relationship context and customer success narratives.

• Coordinate cross-functional teams including Implementations Support and Product to deliver on client commitments and ensure a seamless customer experience.

• Develop andmaintaininternal champions and multi-threaded client relationships to mitigate risk and support long-term retention.

• Translate customer feedback usage trends and success insights into actionable recommendations that inform product improvements and roadmap priorities.

• Prepare and present executive-level summaries and reports onaccounthealth program performance and risk mitigation strategies.

• Identifyopportunities for continuous improvement in customer success strategy processes and client engagement models.

• Perform other related duties as assigned.

Required Skills/Abilities:

• Proven ability to independently manage complex enterprise-level customer relationships in ambiguous environments.

• Experience serving as a trusted advisor to senior and executive stakeholders across multiple organizational levels.

• Strong analytical skills with the ability to translate usage data and engagement metrics into actionable insights.

• Proven ability to proactivelyidentifyearly risk indicators related to engagement adoption and renewal.

• Demonstrated success influencing customer outcomes through data-driven recommendations and consensus building.

• Entrepreneurial mindset witha strong senseof ownership accountability and proactive problem-solving.

• Strong understanding of customer adoption retention drivers and their impact on Gross Revenue Retention.

• Excellent communication presentation and relationship-building skills.

• Ability to collaborate cross-functionally todeliver oncomplex client commitments.

• High levelof professionalism resilience and ability to manage multiple priorities in a fast-paced environment.

Education and Experience:

:

• Bachelors degree in a related field preferably Business Administration or related field.Equivalentcombination of education and experience will be considered.

• A minimum of5 years of experience in Customer Success or Account Management supporting enterprise or strategic accounts in SaaS.

• Experience working with large complex organizations such as Fortune 100 companies.

• Strong understanding of how enterprise clients measure program success and employee engagement.

Preferred:

• Backgroundinemployee benefits HR tech fintech or commuter/mobility programs.

• Experience with change management or large-scale rollouts.

• Track recordof meeting or exceeding KPIs like adoption rates client retention and engagement metrics.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

• Must be able tolift upto 15 pounds at times

• Mustpossessthe physical and mental abilities to perform the tasks normally associated with an office position that involves standing sitting reaching manual dexterity tooperateoffice machines stooping bending to handle files and supplies and mobility to complete errands or deliveries

• May work at computermonitorsfor prolonged periods with danger of eye strain and muscle pain

Affirmative Action/EEO Statement:

Edenredis committed toleveragingthe talent of a diverse workforce to create great opportunities for our business and our people.Edenredis an Equal Opportunity/Affirmative Action Employer.No employee or applicant for employment will be discriminated against because of race color religion sex sexual orientation gender identity national origin disability military and/or veteran status creed citizenship status age marital status and/or any other Federal State or Local legally protected classes.Edenredis committed to providing reasonable accommodation to individuals with disabilities.