Senior Customer Success Manager

Role Details

Location: Remote, United States
Work Arrangement: Remote
Contract Duration: Full Time
Expected Start Date: March 2026
 

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.
 

The Role

As a Senior Customer Success Manager, you will own the success, retention, and growth of an assigned portfolio of strategically important customers. Your primary focus will be on cultivating relationships with C-level stakeholders, delivering exceptional customer experiences, and expanding revenue opportunities through strategic account management. Reporting to the Director, Customer Success, this is a highly visible role that combines customer advocacy with revenue accountability in a fast-paced, entrepreneurial environment.

What You’ll Do:

• Customer Retention: Ensure high customer satisfaction and retention by proactively managing relationships, resolving challenges, and demonstrating the value of our solutions.
• Strategic Account Planning: Develop and execute comprehensive account plans for each assigned customer, identifying opportunities for expansion and aligning our solutions with their business goals.
• Revenue Growth: Drive expansion through deploying our AI Service Agents on multiple channels, meeting or exceeding assigned revenue quotas. Collaborate closely with Sales, Product, and Operations teams to maximize value for customers and the company.
• C-Level Engagement: Build and maintain strong relationships with senior executives and other key stakeholders, serving as a trusted advisor and ensuring alignment on strategic objectives.
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs while balancing company priorities.
• Customer Success Metrics: Track and report on key performance indicators, including expansion revenue, renewal forecasting, and customer health scores.
• Cross-Functional Collaboration: Partner with Sales, Product, Marketing, Operations, and Support teams to address customer needs and improve the customer experience.

What We Expect From You:​​

• Experience: 5–7 years of experience as a Customer Success Manager or in a similar customer-facing role within the B2B SaaS industry. Proven track record of managing a book of business and consistently meeting or exceeding revenue quotas.
• Strategic Expertise: Demonstrated ability to create and execute strategic account plans, identifying growth opportunities and delivering measurable results.
• Revenue Focus: Direct experience with sales activities, including upselling, cross-selling, and renewals, in addition to customer success responsibilities.
• Relationship Management: Skilled in building and sustaining relationships with C-level executives and other senior stakeholders at enterprise accounts.
• Customer-Centric Mindset: Passion for delivering value to customers, solving their challenges, and ensuring their success.
• Analytical Skills: Ability to leverage data to inform decision-making, assess account health, and identify growth opportunities.
• Communication: Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively.
• Adaptability: Experience thriving in a dynamic, fast-paced, and high-growth environment.

Preferred Qualifications:

• Experience driving process implementation and change in a fast-paced environment.
• Experience at a venture-backed or high-growth SaaS company.
• Proven ability to balance customer advocacy with revenue-driven goals.

Why Join Crescendo?

• We’re building a new category: Augmented AI
• We’re moving at record-breaking speed: 0 to $100M+ ARR in under a year
• We only win when our customers win—outcomes over hype, every time
• Our culture is built for leaders who thrive in the fast lane. Collaboration meets velocity, creativity meets execution.
• Help define the DNA of Crescendo’s sales culture. If you’re ready to learn fast, build fast, and grow fast—let’s talk.
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

​​​​​​​
If you’re an experienced and revenue-focused Customer Success professional who thrives on building meaningful relationships and driving growth, we’d love to hear from you!

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.