Senior Customer Success Manager

Company Overview: Athennian increases trust in business. Our products help legal, finance, and tax teams be transaction and audit-ready by organizing business entity and corporate structure information. Over a million business entities in almost every country are managed on Athennian to automate workflows for ownership, company secretarial, governance, tax, and compliance.

The Role: As a Senior Customer Success Manager (CSM), reporting directly to the Director of Customer Success, you won’t just manage accounts — you’ll be a strategic leader and a trusted partner to our customers, helping them achieve lasting success. This role embodies curiosity, action, humanity, persistence, innovation, and candor — which guide how we serve customers, collaborate as teammates, and deliver measurable outcomes.

You will define what world-class customer success means at Athennian, sculpting new, scalable processes, mentoring your fellow team members, and ensuring our most strategic partners achieve transformational outcomes. You are the CEO of your book of business, directly influencing customer growth, retention, and loyalty. If you’re ready to drive significant impact, this is your chance to elevate your career and shape our future!

Responsibilities:

• Own and develop a book of business that consists of our most strategic customer accounts.
• Host high-value EBRs with key stakeholders and executives, showcasing product value and adoption opportunities.
• Educate and empower users to achieve desired outcomes in the platform.
• Identify and pursue big-ticket revenue opportunities within existing accounts.
• Advocate for the customers internally, communicating with teams to identify opportunities for growth and retention.
• Lead key initiatives involving various internal and external stakeholders.
• Support in developing strategies, systems, and playbooks to be used across the Customer Success organization.
• Mentor other CSMs in various activities to boost team efficiency.
• Attend industry events and networking opportunities to improve relationships with current and potential customers.

Qualifications:

• Relationship Management: You’re an expert at building, maintaining, and developing relationships with various stakeholders by running thoughtful discovery, aligning key goals, and consistently delivering high value outcomes.
• Communication: You’re tactical with the words you use, both verbal and written, and can communicate complex ideas clearly and concisely.
• Organization and Efficiency: You’re a workflow guru and use the systems around you to elevate your performance. In doing so, you think deeply about how processes work and have a keen eye for identifying bottlenecks and issues.
• Influence and Leadership: You actively voice your ideas and set the standard for your team. With that, you care deeply about the growth and enablement of your team and prioritize supporting those around you.
• Agility: You have the ability to identify what’s most important at any time and can flexibly switch between key activities to ensure you’re delivering the most value possible.
• Strategic Thinking: You keep a close eye on the ROI of your time and continually look to find different avenues to accomplish your goals.
• Experience: A proven track record working in a B2B SaaS environment with at least 5 years of working in a Customer Success role.

Success in this Role is Measured by:

• NRR: For your book of business, we expect you to act like an owner and take charge of not just the retention of your customers, but the expansion of them as well.
• Gross Retention $ARR: If your customers are getting value, they should have no reason to leave. As CSM, everything you do should be aimed at delivering that value and ensuring customers stay for as long as possible.
• Expansion $ARR: Your customers are primed to get more value out of Athennian and it’s your role to ensure that happens. With that, you’ll be assessed by the growth opportunities you create and the revenue you bring in.
• Individual AND Team Performance: While every CSM will own their respective metrics, as a leader on the team, you’ll make a significant contribution in the team’s performance.
• Customer Advocacy: You represent the voice of the customer and play a key role in ensuring their challenges are heard.

Location: Athennian is a remote-first company with team members located around the world. While we’re a North America-based company with offices in Toronto, Calgary, and Vancouver, this role is a key part of our expansion into the EMEA market. We have a strong preference for candidates based in the UK to be close to our core customer base. However, we’ll also consider candidates located in other countries within the broader EMEA region who can work effectively within that general time zone. Travel will be a required part of this role to meet with customers and attend events.

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.

Our Values:

• 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 offer competitive benefits and perks because we believe that happy people produce great results. We are always adding to this list based on employee feedback:

• Generous vacation, sick, personal and parental leave benefits.
• Remote work options and flexible hours.
• Comprehensive benefits package and budget to ensure your well-being.
• Stock options.
• A culture of transparency.