Senior Customer Success Manager - Reforge Learning

What you’ll do

• Own a portfolio of Reforge’s most strategic enterprise accounts including Microsoft, Google, Capital One, McKinsey, and others. Serve as the primary trusted advisor to VP and C-suite product leaders across multi-year, high-value relationships. - Drive retention and expansion as your primary commercial responsibility. Proactively identify at-risk accounts, design targeted intervention strategies, and ensure every account renews and grows. - Build the Customer Success function from the ground up by developing playbooks, health scoring models, onboarding frameworks, and engagement cadences that will serve as the foundation for the team as it scales. - Act as the critical feedback loop between customers and internal teams by surfacing product insights, roadmap input, and customer sentiment to Sales, Product, and Marketing in a way that directly influences what gets built. - Partner with the Enterprise Sales leader on go-to-market strategy, renewal negotiations, and expansion opportunities, operating at the commercial intersection of Customer Success and Sales. - Leverage AI and automation to scale your impact by building workflows and systems that enable high-touch engagement at scale. #### What you’ll need

• 5+ years of enterprise CSM or strategic account management experience in B2B SaaS, with direct ownership of GDR and NDR metrics and a track record of improving retention outcomes. - Proven ability to build Customer Success processes and playbooks from scratch. You have been an early or founding team member and know what it takes to create structure in ambiguous environments. - Executive presence and communication skills that hold up in a room with a VP of Product at Google or a Chief of Staff at McKinsey. You can command a conversation and earn trust quickly. - A builder mindset and genuine comfort with ambiguity. You are energized by a clean slate and view a broken retention rate as an opportunity rather than a red flag. - A data-driven approach to account management. You use health signals, usage data, and engagement metrics to make proactive decisions. - AI fluency and an automation mindset. You actively experiment with tools that make you more efficient and effective and consistently look for ways to scale your impact. - A track record of influencing without authority. Cross-functional collaboration, internal advocacy, and stakeholder alignment come naturally to you. ####