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Role Description

As a Senior Customer Success Manager (CSM) at Textio, you will build and deepen relationships across a diverse portfolio of customers. You will guide customers through their journey with Textio, helping them achieve their goals and drive product adoption through a mix of scaled and high-touch engagement. You will lead renewal and expansion conversations across your book of business, spanning Textio's full suite of products. Your cross-functional work will directly contribute to strong customer satisfaction, compelling case studies, and sustainable business growth through renewals and expansions.

• Lead the full customer relationship across Textio's entire product suite - conducting business reviews, delivering personalized trainings, and maintaining proactive engagement cadences tailored to each account's needs.
• Guide customers through product adoption using a combination of high-touch and scaled engagement, ensuring every customer has a clear path to value.
• Drive awareness, sign-up, and adoption of Lavalier, Textio's new interview intelligence platform, among existing customers.
• Serve as a thought partner to HR and talent leaders on how Textio's products support their people goals.
• Lead renewal forecasting and communication across your entire client portfolio, proactively managing risk and identifying expansion opportunities across all three platforms.
• Collaborate cross-functionally in partnership with Sales, Marketing, and Product to align on customer health, inform the product roadmap, and drive coordinated go-to-market efforts.
• Monitor usage signals and customer health data in tools like Salesforce and ChurnZero to prioritize outreach, flag at-risk accounts, and build scalable engagement playbooks.
• Develop and share customer-facing content including product announcements, best practice guides, and lifecycle communications in partnership with Marketing and Product.
• Surface the customer voice internally, translating adoption friction, common questions, and customer feedback into actionable insights for Product and Marketing teams.

Qualifications

• Experience prioritizing effectively across a dynamic book of business.
• Ability to turn even the most change-resistant customers into active champions of new technology.
• Capability to move fluidly between executive conversations and practitioner-level enablement, tailoring your approach to the audience.
• Natural data-driven mindset, using adoption signals and health indicators to guide focus.
• Genuine curiosity about hiring, people practices, or AI's role in the workplace.
• Strong cross-functional collaboration skills, representing the customer perspective with clarity and conviction.
• Comfortable with change and energized by the opportunity to build something meaningful.

Requirements

• The base salary range for this role’s listed level is currently $108,500 (OTE: $155,000) - $115,500 (OTE: $165,000).
• Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data.
• More information on benefits and equity will be provided upon request.

Benefits

• Commitment to building a workplace where high performance and inclusivity go hand-in-hand.
• Support for a fair, consistent, and equitable hiring process.
• Accessibility accommodations available during the application process.