We’re looking for a Senior Customer Success Manager to own our enterprise customer relationships end to end. Our CS team owns the full commercial relationship, strategic account management, adoption, renewal, expansion, and customer support, working directly with enterprise customers and their C-suite. This is a senior individual-contributor (IC) role for someone who can build trust and credibility at that level.
At the heart of the role is discovery. The best expansion comes from deeply understanding what each customer is really trying to achieve, where their pain sits, and how Portcast turns their data into decisions and measurable business impact. Strong discovery is what lets you deepen adoption, grow your accounts, and drive real revenue from your existing customers, through upsell, cross-sell, and new teams and regions.
You’ll also be technically fluent enough to be the customer’s first point of contact on their questions and tickets, triaging the issue, working with our Data team to get the answer, and communicating a clear resolution back to the customer, all alongside the strategic work: QBRs, success plans, renewals, and expansion.
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Enterprise customers deeply adopt Portcast with measurable business outcomes, and see you as a trusted advisor at both the operational and C-suite level.
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Discovery that consistently surfaces real customer needs and turns them into adoption, retention, and expansion.
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A steady expansion pipeline from existing accounts (upsell, cross-sell, new teams and regions), with CS trusted, internally and by customers, to identify and drive those deals.
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Fast, credible resolution of customer questions and tickets, in partnership with the Data team, so customers always get reliable answers and stay confident in Portcast.