Senior Customer Success Manager

About the role

As a Senior Customer Success Manager (CSM) reporting to the Director, Customer Success, you'll be a high-impact contributor who serves as the ultimate advocate for our clients, a strategic growth driver, and a data-driven decision-maker. In this role, you will build deep relationships to understand unique client needs and empower them to achieve exceptional results by fully leveraging Athennian’s platform.

You will act as the voice of our clients, develop sophisticated, value-driven success plans, and analyze key metrics to drive continuous improvement. As a Senior CSM, you will handle complex client use cases with a high degree of autonomy, while playing a key role in optimizing our internal CS playbooks and methodologies.

What you'll do

As a key senior contributor to our Customer Success team you will be responsible for:

• Own and build strong, strategic relationships with a dedicated portfolio of customers, effectively managing accounts with high architectural or organizational complexity.
• Drive customer renewal and retention, consistently exceeding quarterly Net Dollar Retention (NDR) goals by identifying and neutralizing churn risks early.
• Identify and capitalize on opportunities for revenue growth, managing complex expansion and upsell negotiations from discovery to close.
• Develop and pilot innovative strategies to increase customer engagement and product adoption that can eventually be scaled across the wider CS team.
• Collaborate with internal teams to ensure seamless onboarding and ongoing training, specifically for multi-faceted or global implementations.
• Serve as the primary point of contact for customer escalations, ensuring swift, independent resolution of critical issues.
• Provide insightful, data-backed analysis and feedback to inform team decision-making and product roadmap recommendations.
• Execute high-impact quarterly business reviews with clients to identify growth opportunities, demonstrate ROI, and address any lingering concerns.
• Monitor customer health, proactively identifying and mitigating risks using advanced data analytics and health indicators.
• Lead internal initiatives to improve Customer Success processes, playbooks, and cross-functional workflows.

Qualifications

• Experience: 6+ years of success in a commercially-focused Customer Success role within a B2B SaaS environment, with a proven track record of handling increased account complexity.
• Domain Knowledge: Familiarity with the legal tech, governance space, entity/equity management, private equity solutions, or adjacent private equity related software.
• Relationship Building: A natural relationship-builder who is skilled at fostering strong connections, navigating complex political landscapes within client organizations, and building trust with senior clients.
• Commercial Drive: A proactive approach to assessing growth opportunities alongside experience driving deals through to close.
• Customer Focus: Empathetic and customer-centric, with a genuine passion for understanding and exceeding client expectations.
• Communication: An excellent communicator adept at simplifying complex technical, legal, or workflow issues and conveying information clearly to both technical users and executive sponsors.
• Autonomy: Strategic and proactive in client interactions, with a proven ability to mitigate churn, drive adoption, and encourage expansion with minimal oversight.
• Organization: Highly organized, collaborative, and detail-oriented, with a proven ability to manage competing priorities and complex projects while driving change effectively.
• Travel: Travel expected based on book of business and internal/external company events.
• Location: Must be based in and authorized to work in the US/Canada, working on an EST schedule.

Nice to have:

• An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level.
• Experience working at a law firm or with an in-house legal team.
• Knowledge of and ongoing interest in the legal space, corporate governance, and regulations that may impact our customers and their business.

Location

We have embraced a distributed model of working to reach the best talent in the world. While some roles may require proximity to our Toronto, Calgary and Vancouver offices, roles based outside our office locations can be remote in Canada and the US. This role requires alignment with our East Coast team. Candidates must be based in and authorized to work in the US/Canada, working on an EST schedule. #LI-Remote

Our Culture 

Our company thrives in a fast-paced startup environment where every team member plays a critical role in driving success. We value ambitious, results-driven individuals who are not only proactive in identifying opportunities but are also committed to going the extra mile. In our culture, collaboration and initiative fuel our growth as we embrace new challenges, learn constantly, and move quickly to seize opportunities. If you're a go-getter who thrives on impact and thrives in a dynamic setting, you'll fit right in. Our values are:

• Outcome Driven: We focus on setting ambitious goals and achieving measurable results, valuing success by the outcomes we deliver.
• Wide Responsibility: Our team is empowered to shape success, taking ownership from problem identification to solution implementation.
• Learning Mindset: We embrace curiosity, rejecting the status quo and encouraging continuous learning and agility.
• Strategic Speed: We make fast, effective decisions and embrace a bias for action to seize opportunities quickly.

Benefits at Athennian

We hire great people—and we back them with benefits that genuinely support their lives, not just their work. As a remote-first company, we focus on what matters most: flexibility, security, and opportunities to grow and connect.

Work-Life Balance: Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown.

Comprehensive Coverage: Health, dental, and vision, long-term disability, and a Health Spending Account (HSA).

Family Support: Flexible parental leave benefits, including top-ups.

Remote Setup: A dedicated work-from-home allowance to get you set up for success.