Job Description
About Kadence As a fast-paced, early-stage, venture capital-backed B2B SaaS company, we're looking for a
Senior Customer Success Manager in Salt Lake City area to lead strategic relationships, drive measurable business impact for our customers, and influence the future of our customer success function.
The ideal candidate will combine strategic vision with hands-on execution, proactively shaping customer journeys, and driving outcomes that extend beyond retention to measurable growth and advocacy. You'll partner with senior executives at customer organizations, guide complex adoption strategies, and mentor internal teams to raise the standard of customer engagement.
We're looking for someone who is commercially astute, consultative, and thrives in a fast-changing environment. You should be confident leading high-level discussions, comfortable using data to influence decisions, and eager to help build the customer success playbook for a scaling SaaS company shaping the future of work.
Your Responsibilities - Own Executive Relationships - Build and nurture multi-threaded relationships with C-suite and senior leadership at customer organizations, aligning Kadence to their strategic goals.
- Design Enterprise Success Plans - Lead the creation of tailored success roadmaps for high-value and complex accounts, ensuring alignment with both tactical and long-term objectives.
- Drive Strategic Adoption - Oversee adoption initiatives across multiple business units, ensuring consistent engagement and feature utilisation.
- Deliver Impact Reviews - Lead executive business reviews that focus on ROI, innovation opportunities, and measurable business transformation.
- Retention & Growth Leadership - Own retention strategies for your portfolio, mitigate churn risk early, and partner with sales on high-value expansion opportunities.
- Coach & Influence - Mentor junior CSMs, share best practices, and help develop scalable success motions.
- Advocacy Development - Identify and cultivate customer champions to participate in case studies, reference calls, and industry events.
- Data-Driven Insights - Leverage analytics to proactively recommend workflow optimizations and measure impact against agreed KPIs.
- Voice of the Customer - Partner with product and leadership to translate customer feedback into actionable improvements and innovations.
Key Metrics for Success - High net and gross retention rates in strategic and enterprise accounts.
- Year-on-year growth in ARR through expansion initiatives.
- Increased platform adoption across multiple business units and geographies.
- Measurable ROI and business outcomes delivered to clients.
- Creation of customer advocates generating reference activity and case studies.
Your Skills and Experience - 5+ years in customer success, account management, or consulting within SaaS, with at least 2 years in a senior/strategic account role.
- Proven success managing complex, multi-stakeholder relationships.
- Strong commercial acumen with experience in renewal negotiation and expansion strategy.
- Confident facilitating discussions with executives and influencing business strategy.
- Skilled at mentoring and supporting team development.
- Proficient in CRM and customer success platforms, with a track record of leveraging data for decision-making.
Your Benefits - Hybrid (ability to work from wherever works best for you) - ideally located near our Salt Lake City, UT hub.
- Competitive salary.
- Equity stock options program.
- Health insurance + 401(k).
By joining Kadence, you'll have the opportunity to be part of a fast-growing, early-stage, venture capital-backed company, access mentorship and resources, and directly shape the customer success vision that supports the future of work.
Department Customer Experience Role Customer Success Manager Locations Salt Lake City, UT Remote status Hybrid
Job Tags