ChartHop is the organizational intelligence company. We connect your people and business data from any source into a living model of your whole organization, with HCM and planning workflows, analytics and agentic AI throughout. Backed by a16z.
About the role
We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 5+ years in Customer Success, SaaS consulting, or a related field
- Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
- Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders
- Experience with SaaS implementations, project management, and cross-functional collaboration
- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
- Proficiency translating customer needs into product feedback and strategic recommendations
More about this role
We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.
Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)
Overall customer health and successful outcomes
Renewal outcomes and forecasting accuracy
Following risk mitigation frameworks and playbooks
Your book of business will be a book of approximately 20-25 accounts mostly in mid-market segment with a few enterprise accounts.
Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk
Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
Initiate renewal discussions and fully own renewal narrative, strategy and execution
Drive and...
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