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Fieldguide · 2 months ago

Senior Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$137K/yr - $160K/yr

4+ years exp

Fieldguide is a remote-first company focused on automating and streamlining assurance and audit work in cybersecurity, privacy, and financial audit. As a Senior Customer Success Manager, you will manage high-impact customer relationships, ensuring long-term success and collaboration across teams to drive customer engagement and value from the platform.

AccountingAgentic AIArtificial Intelligence (AI)Cyber SecurityDocument ManagementFinTech

Responsibilities

Own a portfolio of Fieldguide’s largest and most strategic accounts, responsible for the retention, growth, and success of each relationship across contracted practice areas

Serve as the primary executive-facing point of contact, building trusted advisor relationships with key stakeholders from senior managers to partners and firm executives

Drive strategic adoption and long-term engagement, ensuring customers fully realize the value of the platform and use it to meet evolving business goals

Run quarterly and annual Executive Business Reviews (EBRs) to align on goals, showcase outcomes, and secure continued alignment with client leadership

Collaborate with Account Management and Revenue teams to influence renewals, expansions, and referrals through strong usage trends and strategic alignment

Become a Fieldguide product expert, providing enablement, best practices, and roadmap alignment to drive adoption across frameworks and teams

Serve as the voice of the customer internally—partnering with Product, Engineering, and Support to escalate feedback and drive solution delivery

Own and exceed KPIs for Gross Revenue Retention, Net Retention, NPS, and contract pacing

Leverage customer insights to inform scalable playbooks and success frameworks, helping evolve how we support large, complex firms at scale

Qualification

SaaS Customer SuccessStrategic Account ManagementEnterprise Account ManagementExecutive CommunicationConsultative MindsetOperational MindsetCustomer AdvocacyFeedback EscalationBusiness Value TranslationCollaborationPresentation Skills