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Senior Customer Success Manager
| Company | Fieldguide |
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| Location | San Francisco, CA, USA |
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| Salary | $103000 – $150000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 4–7 years of experience managing enterprise accounts in a SaaS Customer Success or Strategic Account Management role
- Proven success managing 6–7 figure portfolios, building relationships with executive stakeholders, and driving measurable business outcomes
- Comfortable operating in ambiguity with a strong ability to prioritize and act with urgency
- You have a consultative mindset and are able to translate complex product capabilities into business value for customers
- You’re collaborative, operationally-minded, and energized by contributing to structure and process at a growing startup
- Exceptional communication and presentation skills—able to engage technical and non-technical audiences with credibility and clarity
- You care deeply about your customers’ outcomes, and know how to balance advocacy, transparency, and results
Responsibilities
- Own a portfolio of Fieldguide’s largest and most strategic accounts, responsible for the retention, growth, and success of each relationship across contracted practice areas
- Serve as the primary executive-facing point of contact, building trusted advisor relationships with key stakeholders from senior managers to partners and firm executives
- Drive strategic adoption and long-term engagement, ensuring customers fully realize the value of the platform and use it to meet evolving business goals
- Run quarterly and annual Executive Business Reviews (EBRs) to align on goals, showcase outcomes, and secure continued alignment with client leadership
- Collaborate with Account Management and Revenue teams to influence renewals, expansions, and referrals through strong usage trends and strategic alignment
- Become a Fieldguide product expert, providing enablement, best practices, and roadmap alignment to drive adoption across frameworks and teams
- Serve as the voice of the customer internally—partnering with Product, Engineering, and Support to escalate feedback and drive solution delivery
- Own and exceed KPIs for Gross Revenue Retention, Net Retention, NPS, and contract pacing
- Leverage customer insights to inform scalable playbooks and success frameworks, helping evolve how we support large, complex firms at scale
Preferred Qualifications
- You have relevant industry experience as a practitioner at an audit/advisory firm
