Senior Customer Success Manager

About the Role

Intersa is looking for a Senior Customer Success Manager to own customer relationships, drive product adoption, improve retention, and help customers achieve measurable results with our AI-powered sales engagement platform.

You will manage the full post-sale customer journey, from onboarding and implementation to adoption, renewal, and expansion. You will act as a strategic partner to mid-market and enterprise customers while working closely with Sales, Product, and Engineering.

Responsibilities

• Own relationships with key customers and ensure long-term success and retention.
• Lead onboarding and help customers reach value quickly.
• Understand customer goals and provide strategic guidance and best practices.
• Monitor product usage, account health, and potential churn risks.
• Identify upsell and expansion opportunities.
• Conduct regular customer check-ins and business reviews.
• Share customer feedback with Product and Engineering teams.
• Build and improve customer success processes, playbooks, and materials.
• Maintain accurate customer data, goals, risks, and next steps.

Requirements

• 4+ years of experience in Customer Success, Account Management, or a similar role.
• Experience working in a B2B SaaS company.
• Experience managing mid-market or enterprise customers.
• Strong communication, presentation, and relationship-management skills.
• Experience with CRM tools such as HubSpot or Salesforce.
• Familiarity with tools such as Gainsight, Intercom, or Zendesk.
• Data-driven mindset with experience tracking adoption, engagement, and retention metrics.
• Ability to work cross-functionally with Sales, Product, and Engineering.
• Strong organizational skills and ability to manage multiple customer accounts.
• Professional written and spoken English.