About this role.
Salesloft is seeking a Senior Customer Success Manager to own retention, adoption, and net revenue expansion for a B2B SaaS customer portfolio. The role is a proactive, commercially accountable post-sale position that uses product-usage data, AI-driven health signals, and executive business reviews to demonstrate measurable customer value. The CSM partners with Account Management on expansions and represents customer feedback internally across Product, Engineering, Support, and Marketing. Success depends on managing risk early, driving enablement and strategic guidance, and building trusted relationships with senior customer stakeholders. This United States remote role supports Salesloft's AI-powered predictive revenue platform.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I use a repeatable segmentation model that combines renewal timing, product usage, engagement trends, support signals, stakeholder changes, and expansion potential. I focus immediate effort on accounts with meaningful risk or opportunity, establish success plans with measurable milestones, and use scaled communications for stable lower-touch accounts.
I would begin with the customer's original business objectives and present clear usage and outcome data against those goals. I would identify the adoption barriers, align stakeholders on a prioritized recovery plan with owners and dates, and connect each action to the business result the customer expects. I would then schedule checkpoints to validate progress and adjust the plan early if indicators do not improve.
I anchor expansion in demonstrated customer value rather than product promotion. After validating a customer need through usage patterns, stakeholder goals, and results achieved, I quantify the remaining gap and collaborate with Account Management on a recommendation that addresses it. This keeps the discussion consultative and ensures the proposed expansion has a credible business case.
I evaluate a mix of leading and lagging indicators, including active usage, feature adoption, engagement with key stakeholders, support volume and severity, sentiment, milestone completion, renewal timing, and realized business outcomes. I look for trend changes and combinations of signals rather than relying on a single health score.
I first confirm the executive's priorities, such as pipeline efficiency, rep productivity, forecast confidence, or revenue growth. I then connect relevant platform capabilities to concrete operational metrics and business outcomes, using the customer's own data and examples whenever possible. I avoid feature-centric language and close with agreed success measures and next steps.
Title: Senior Customer Success Manager
Location: United States, REMOTE
Salesloft is building the next era of enterprise revenue — one where teams make confident decisions powered by AI and real signals. By combining our scale, insights, and AI innovation, we’re building the industry’s first Predictive Revenue System, enabling humans and AI to work together to make smarter decisions and drive consistent growth.
With thousands of customers using our platforms every day, we have an unmatched view into how revenue is actually won — the Revenue Context that reveals what happens, when, and with what outcome. This gives us a unique opportunity to transform an entire category and set a new benchmark for how modern revenue teams operate.
Join us to help transform how companies around the world run revenue — and build the platform that will guide leading revenue teams into the future.
THE OPPORTUNITY
At Salesloft, our Senior Customer Success Managers own the relationship that determines whether a customer renews, expands, and becomes an advocate — or quietly churns. You are the person accountable for making sure customers realize measurable value from our Predictive Revenue System, translating platform capability into revenue outcomes their leadership can see.
This is not a reactive support role. You will manage a book of business proactively — using product usage data, AI-surfaced health signals, and your own commercial judgment to intervene before problems become risks and to spot expansion opportunities before the customer asks. You will be the voice of the customer inside Salesloft and the trusted advisor the customer relies on outside it.
On a day-to-day basis, you will:
- Own retention, adoption, and net revenue expansion across a defined book of business, translating each customer’s goals into a clear plan for realizing value from the platform.
- Use AI-surfaced customer health signals, product usage data, and engagement scoring to prioritize proactively — acting first on the accounts and moments that matter most.
- Lead strategic business reviews with customer stakeholders and executives, connecting platform usage to measurable revenue outcomes and ROI.
- Partner with Account Management to identify and drive expansion opportunities grounded in demonstrated value.
- Advocate for customers cross-functionally — bringing structured product feedback to Product and Engineering and coordinating internal resources to resolve challenges.
- Drive adoption through tailored enablement, onboarding support, and ongoing strategic guidance that keeps customers progressing toward their goals.
This role lives at the heart of how we are Customer Inspired: every action you take is measured against a single question — does this make our customer more successful? And in the spirit of how we Lead From the Front, you’ll use the same AI-powered platform our customers use, bringing applied curiosity to how technology can scale the value you deliver across your entire book.
WHAT WE’RE LOOKING FOR
We are looking for a commercially minded relationship builder who understands that customer success is a revenue discipline, not a support function. You are equally comfortable running an executive business review and digging into usage data to find the signal that tells you where to focus next.
You embody what we call Evidence Over Ego — you bring data to customer conversations rather than assumption, you let health signals and outcomes guide where you spend your time, and you’re honest with customers about what will and won’t move them forward. You are proactive by nature, energized by ownership, and motivated by seeing customers win.
This is the right role if you want to own real commercial outcomes at a company whose platform is redefining how revenue teams operate.
THE TEAM
The Salesloft Customer Success organization is responsible for the retention, adoption, and growth of our customer base — the team that ensures the value we sell is the value customers actually realize. CSMs here operate as trusted advisors and commercial owners, working closely with Account Management, Support, Product, and Marketing.
The team Moves as One — success, sales, and support operate with shared ownership of customer outcomes, surfacing risks and opportunities directly rather than passing them between functions. And we are relentlessly Customer Inspired: the entire team measures itself by customer success, not internal activity metrics, because a renewed and expanding customer is the only result that counts.
THE SKILL SET
- Proven track record in a Customer Success, Account Management, or post-sale role at a B2B SaaS company, with direct ownership of retention and expansion outcomes.
- Demonstrated ability to manage a book of business and consistently meet or exceed retention and net revenue expansion targets.
- Comfort working with product usage data and customer health signals to prioritize action and drive decisions.
- Strong executive presence — the ability to run business reviews and build trusted relationships with senior customer stakeholders.
- Excellent communication skills, both written and verbal, with the ability to translate platform capability into business outcomes a customer’s leadership will value.
- Experience with a sales engagement, revenue intelligence, or revenue operations platform — Salesloft, Clari, Gong, Outreach, or adjacent tools.
- Familiarity using AI-driven customer health scoring, engagement analytics, or predictive churn signals to manage a book of business.
- Experience partnering closely with Account Management on expansion in a shared-account model.
BENEFITS:
For more information about our company’s comprehensive benefits please visit: https://salesloftbenefits.com/
At Salesloft, we are committed to creating an inclusive and supportive workplace where everyone belongs and can thrive. We focus on culture add, not culture fit, and believe our teams are made stronger by the unique perspectives, experiences, and identities each person brings.
We are proud to be an Equal Opportunity Employer and provide employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, pregnancy, or any other characteristic protected by law.
If you’re excited about this role even though your experience may not perfectly match every requirement, we encourage you to apply. We are actively hiring across multiple geographies and would love to welcome passionate, curious, and mission-driven individuals to our growing team. Explore our open roles and consider joining us!
______________________________________________________________________________________________
Please note that all official communication regarding job opportunities at Salesloft will come from a @ salesloft.com email address. If you receive messages on LinkedIn or other job platforms claiming to be from Clari + Salesloft, they may not be legitimate. To verify the authenticity of any job-related communication, please visit our official Careers site.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, notetaking, or summarizing responses. These tools assist our recruitment team but do not replace human judgment — all hiring decisions are made by people. If you would like more information about how your data is processed or prefer to opt out of any AI-assisted tools, please let your recruiter know. Opting out will not impact your experience or consideration.
#LI – REMOTE
It is Salesloft’s intent to pay all Lofters competitive wages and salaries that are motivational, fair and equitable. The goal of Salesloft’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay with our organization.
Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.
The total compensation package for this position may also include performance bonus, benefits and/or other applicable incentive compensation plans.
Base Pay Range
$101,000—$135,000 USD
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
