Note: The job is a remote job and is open to candidates in USA. Tempo Software is a leading company in enterprise productivity software, known for its integrated solutions for time management and resource planning. As a Senior Customer Success Manager, you will be a strategic partner to enterprise customers, driving value from SaaS products and leveraging AI-assisted tools to enhance customer engagement and retention.
Responsibilities
- Own the post-sale customer lifecycle across a portfolio of enterprise accounts
- Lead strategic conversations with stakeholders around planning, prioritization, and value realization using Tempo’s award winning suite of solutions
- Drive GRR and NRR by managing renewals, surfacing expansion opportunities, and proactively mitigating risks
- Work smarter with AI: use Tempo's AI-assisted Customer Success tooling to take the repetitive work off your plate (data prep, call notes, account-health signals, forecast inputs), reinvest that time in your customers, and share the frontline feedback that makes those tools sharper
- Facilitate regular business reviews and outcome-focused success planning sessions directly with customer champions and decision makers
- Work closely with operational users (such as project and program managers, Jira admins, and agile team leads) to guide adoption and remove friction points in the user base
- Deliver best practices tailored to persona and industry that move customers toward their target outcomes across portfolio, project, and resource management workflows
- Accurately forecast renewals and lead commercial discussions in partnership with Sales
- Document customer goals, usage trends, risks, and outcomes with discipline and clarity on a continuous basis, using Gainsight Success Plans, Verified Outcomes, and Risk CTAs to keep account status current and actionable
- Collaborate with Product and Sales to ensure a smooth, unified customer experience
- Identify and help craft customer stories and case studies with the goal of highlighting their successes and raising awareness of our solutions
Skills
- 5+ years of experience in SaaS Customer Success or Account Management, including managing enterprise customers and owning commercial outcomes
- Experience translating product capabilities into measurable business outcomes, and leading value-realization conversations with executive stakeholders
- Curious about AI and eager to work with AI-assisted tools, and to help make them better. You don't need to be technical. You do need to be the kind of person who reaches for a better way to work
- Strong communicator with the ability to persistently and continuously engage both senior business leaders and technical or operational users
- Comfortable leading success planning, executive reviews, and renewal negotiations
- Knowledge of key personas such as Project/Product/Program Managers, Agile Coaches, Jira Admins, and PMO leaders
- Highly organized, proactive, and motivated by customer outcomes and long-term value creation
- Embraces change and thrives in a fast-scaling, cross-functional environment
- Experience with a Customer Success platform such as Gainsight (Success Plans, Verified Outcomes, CTAs) is a plus
Benefits
- Remote First work environment
- Unlimited vacation in most of our locations!!
- Great benefits including health, dental, vision and savings plan.
- Perks such as training reimbursement, WFH reimbursement, and more.
- Diverse and dynamic teams with challenging and exciting work.
- An opportunity to have a real impact on our business.
- A great range of social activities (both in person and virtual).
- Optional in person meet-ups and the ability to travel to our international offices
- Employee referral program
Company Overview