Summary:
The Customer Success (CS) team at Anaconda is the primary relationship layer between our platform and the enterprise organizations that depend on it — from data scientists and IT architects to security teams managing open-source risk at scale. We help customers get real, measurable value from Anaconda's product suite by building trust, showing up prepared, and staying curious about what each customer is actually trying to solve.
As a Senior Customer Success Manager (CSM), you own a portfolio of strategically significant enterprise accounts and operate as a senior voice of the customer across the organization. You're not here to manage relationships — you're here to set the standard for how we engage. That means arriving prepared, thinking ahead, driving expansion, and leaving the function stronger than you found it.
What You'll Do:
- Own a portfolio of enterprise accounts ($6M+ book of business). Build deep relationships across complex organizations — from end users and technical buyers to C-suite and VP-level executives — well beyond the initial point of contact.
- Arrive at every customer interaction with a prepared point of view. Draw on health scores, product usage data, and engagement signals to drive conversations forward and deliver clear value at each touchpoint. No filler meetings.
- Maintain rigorous account documentation — success plans, stakeholder maps, risk flags, expansion signals, monthly account pulses, and agreed next steps — that reflects the true state of each account and sets the standard for the broader team.
- Collaborate with Sales, Product, and Engineering to support customer goals, mitigate risk, and advocate internally for what customers actually need — not just what's easy to deliver.
- Proactively research and identify new business units, personas, and decision-makers within your accounts. Craft targeted outreach to expand your stakeholder map and surface expansion opportunities — operating with the same rigor as a business development function when the situation calls for it.
- Contribute to playbook development, CS engagement templates, and team best practices. Senior CSMs are expected to leave the function stronger than they found it.
- Mentor and coach less experienced CSMs through deal reviews, account strategy sessions, and informal guidance — translating personal experience into repeatable, teachable approaches.
How Your Impact Will be Measured:
- Net revenue retention across your enterprise portfolio
- Customer health score trends and reduction in at-risk accounts
- Quality and completeness of success plans and account documentation
- Expansion pipeline sourced from within existing accounts
What You Need:
- 6+ years of experience in customer success, account management, or a related field — with a demonstrated track record managing large enterprise accounts (10,000+ employees) and a $6M+ book of business with accountability for retention and growth outcomes
- Demonstrated ability to build and navigate relationships across complex organizations, including VP and C-suite stakeholders
- Proficiency with CS platforms, CRM tools, and health scoring methodologies to drive data-informed account management
- Prospecting and outreach acumen — able to research accounts, map key stakeholders, and build pipeline from within your book using tools, data, and creative outreach strategies
- Experience working with technical buyers — IT, engineering, security, or data science teams — and the ability to translate technical risk and product capability into clear business impact
- Exceptional verbal and written communication skills across all levels of an organization, including executive audiences
- Bachelor's degree or equivalent experience