Senior Customer Success Manager

Responsibilities

• Own the post-sale customer lifecycle for a portfolio of enterprise accounts.
• Drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by managing renewals and identifying expansion opportunities.
• Lead strategic conversations with executive stakeholders regarding planning, prioritization, and value realization.
• Utilize AI-assisted Customer Success tooling to automate repetitive tasks like data prep and call notes, reinvesting that time into high-value customer interactions.
• Facilitate regular business reviews and outcome-focused success planning sessions.
• Collaborate with Product and Sales teams to ensure a unified customer experience and identify customer success stories.
• Guide product adoption by working closely with operational users such as Jira admins and project managers.

Requirements

• 5+ years of experience in SaaS Customer Success or Account Management.
• Proven track record of managing enterprise customers and owning commercial outcomes.
• Experience leading executive-level discussions and translating product capabilities into business value.
• Strong communication skills with the ability to engage both senior leaders and technical users.
• Highly organized and proactive with a strong sense of ownership and urgency.

Preferred Qualifications

• Experience using Customer Success platforms such as Gainsight (Success Plans, Verified Outcomes, CTAs).
• Familiarity with key personas including Project/Program Managers, Agile Coaches, and PMO leaders.
• A curiosity for AI and a desire to help shape AI-native customer success workflows.

Benefits

• Remote-first work environment.
• Unlimited vacation policy.
• Comprehensive health, dental, and vision insurance.
• Professional development support including training and conference reimbursement.
• Work-from-home reimbursement and various employee perks.

About the Company

Tempo provides a suite of integrated solutions for time management, resource planning, and program management. Trusted by over 30,000 customers, including a third of the Fortune 500, Tempo is a leading name in the Atlassian ecosystem, helping modern teams deliver value from first vision to execution.