[Remote] Senior Customer Success Manager (Remote - MA)
Note: The job is a remote job and is open to candidates in USA. Nodes & Links is developing an AI-first SaaS platform aimed at improving the management of large projects. The Senior Customer Success Manager will lead relationships with enterprise customers, ensuring they derive long-term value from the platform through effective onboarding, adoption, and retention strategies.
Responsibilities
- Managing a portfolio of enterprise customer accounts as the main post-sale contact
- Leading onboarding and implementation activity to set customers up for success
- Building success plans tied to customer goals, adoption, and measurable outcomes
- Running regular customer meetings, business reviews, and value conversations with key stakeholders
- Monitoring customer health, product usage, and engagement to identify risks and opportunities early
- Driving renewals and supporting expansion opportunities across existing accounts
- Acting as the voice of the customer internally and sharing feedback with Product and Engineering
- Working closely with cross-functional teams to resolve issues and improve the customer journey
Skills
- At least 5 years' experience in a relevant customer-facing role such as Customer Success Manager, Senior Customer Success Manager, Technical Account Manager, Account Manager, or Implementation Manager
- Experience managing Enterprise SaaS customers
- A strong track record in onboarding, adoption, retention, and renewal management
- Excellent stakeholder management skills, including confidence working with senior customer contacts
- Strong communication skills, both written and verbal
- A proactive, commercially minded, and customer-focused approach
- Experience in construction, infrastructure, project controls, or a related industry
- Familiarity with Primavera P6 or similar planning tools
- Experience working with complex workflows, data-driven platforms, or technical SaaS products
- Exposure to QBRs, executive reporting, and value-led account management
Benefits
- A team of Noders who are second to none. Yep - the team is that good 🚀
- Equity in Nodes & Links - we are all in this together ✊
- Health insurances & 401K plans ⚕️
- Remote work budget, to build your perfect set up ($500 year 1 + $100 year 2) 🏠
- Personal development budget, to keep growing ($1,000 pa) 📔
- Annual #workation trip, to work and have fun with your teammates. We've been to Budapest, Crete, Aegina (x2) 💃🏻
- Wedding/Civil Partnerships additional leave on us ❤️
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