Senior Customer Success Manager

Company Overview

Athennian makes businesses more trustworthy. Our products help legal, finance, and tax teams get ready for transactions and audits by organizing information about business entities and corporate structure. Over a million business entities in almost every country are managed on Athennian to automate workflows for ownership, company secretarial tasks, governance, tax, and compliance.

The Role

As a Senior Customer Success Manager (CSM), reporting directly to the Director of Customer Success, you will not just manage accounts—you will be a strategic leader and a trusted partner to our customers, helping them reach lasting success. This role shows curiosity, action, humanity, persistence, new ideas, and honesty, which guide how we serve customers, work together as teammates, and deliver results we can measure.

You will define what top-level customer success means at Athennian, creating new, easy-to-use processes, mentoring your teammates, and making sure our most important partners reach big results. You are the CEO of your group of accounts, directly affecting customer growth, keeping them, and their loyalty. If you are ready to make a big difference, this is your chance to advance your career and shape our future.

Key Responsibilities

• Own and develop a group of accounts that includes our most important customers.
• Lead high-value Executive Business Reviews (EBRs) with key contacts and executives, showing product value and chances for more use.
• Teach and enable users to reach their desired results in the platform.
• Find and go after big-money income chances within current accounts.
• Advocate for customers inside the company, talking with teams to find chances for growth and keeping them.
• Lead key projects involving different internal and external contacts.
• Support in creating plans, systems, and playbooks to be used across the Customer Success group.
• Mentor other CSMs in different activities to boost team efficiency.
• Go to industry events and networking chances to improve relationships with current and potential customers.

Requirements

• Relationship Management: You are an expert at building, keeping, and growing relationships with different contacts by running thoughtful discovery, matching key goals, and consistently delivering outcomes with high value.
• Communication: You are careful with the words you use, both spoken and written, and can share complex ideas clearly and briefly.
• Organization and Efficiency: You are skilled with workflows and use the systems around you to make your performance better. In doing so, you think deeply about how processes work and have a sharp eye for finding roadblocks and issues.
• Influence and Leadership: You actively share your ideas and set the standard for your team. With that, you care deeply about the growth and enablement of your team and make supporting those around you a top priority.
• Agility: You have the ability to see what is most important at any time and can flexibly switch between key activities to make sure you are giving the most value possible.
• Strategic Thinking: You watch the return on investment of your time closely and continually look for different ways to reach your goals.
• Experience: A proven history of working in a B2B SaaS setting with at least five years of experience in a Customer Success role.

Success in this Role is Measured by

• Net Revenue Retention (NRR): For your group of accounts, we expect you to act like an owner and take charge of not just keeping your customers, but also growing them.
• Gross Retention $ARR: If your customers are getting value, they should have no reason to leave. As CSM, everything you do should aim at delivering that value and making sure customers stay for as long as possible.
• Expansion $ARR: Your customers are ready to get more value out of Athennian, and it is your job to make sure that happens. With that, you will be judged by the growth chances you create and the income you bring in.
• Individual AND Team Performance: While every CSM will own their own numbers, as a leader on the team, you will make a big difference in the team’s performance. As our resident trailblazer, the work you do to enable your teammates, improve processes, and explore the unknown will make a profound difference in the effect Customer Success has at Athennian.
• Customer Advocacy: You represent the voice of the customer and play a key role in making sure their challenges are heard. When done right, your customers should be supporters of Athennian.

Location

Athennian is a remote-first company with team members located around the world. While we are a North America-based company with offices in Toronto, Calgary, and Vancouver, this role is a key part of our expansion into the EMEA market. We have a strong preference for candidates based in the UK to be close to our main customer base. However, we will also consider candidates located in other countries within the broader EMEA area who can work well within that general time zone. Travel will be a required part of this role to meet with customers and attend events.

Our Culture

Our company does well in a fast-paced startup setting where every team member plays a key role in driving success. We value ambitious people who focus on results and are not only quick to find chances but are also committed to going the extra mile. In our culture, teamwork and taking the lead fuel our growth as we take on new challenges, learn all the time, and move quickly to grab chances. If you are a go-getter who thrives on making a difference and does well in a changing setting, you will fit right in. Our values are:

• Outcome Driven: We focus on setting ambitious goals and achieving results we can measure, valuing success by the results we deliver.
• Wide Responsibility: Our team is given the power to shape success, taking ownership from finding a problem to putting the solution in place.
• Learning Mindset: We welcome curiosity, reject the current way things are done, and encourage ongoing learning and flexibility.
• Strategic Speed: We make fast, effective decisions and welcome a readiness to act to grab chances quickly.

Benefits at Athennian

We offer good benefits and perks because we believe that happy people produce great results. We are always adding to this list based on employee feedback:

• Generous vacation, sick time, personal time, and parental leave benefits.
• Remote work choices and flexible hours.
• Complete benefits package and budget to make sure you are well.
• Stock options.
• A culture of openness.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as looking at applications, analyzing resumes, or checking responses. These tools help our recruitment team but do not replace human judgment. Final hiring choices are ultimately made by people. If you would like more information about how your data is handled, please contact us.

Category

Customer Service