About the role
As a Senior Customer Success Manager you will own strategic accounts, mentor the team, and shape how we deliver value at scale.
You will help customers get lasting value from Rutylis after the contract is signed. The work combines relationship building, product understanding, commercial judgement, and proactive problem solving so that customers feel supported and successful over time.
In this Senior Customer Success Manager role, you will have real ownership rather than a narrow task list. You will be expected to understand the problem, communicate trade-offs clearly, make good decisions with incomplete information, and follow through until the work is shipped, adopted, and improved.
This is a remote - global position designed for people who do excellent work without needing an office to do it. We value clear writing, reliable follow-through, inclusive collaboration, and the ability to work across time zones with context, trust, and respect.
What you'll do
- Own strategic, high-value customer relationships
- Mentor CSMs and improve our playbooks
- Own customer relationships from onboarding through renewal and growth
- Drive adoption, value realization, and measurable customer outcomes
- Be the voice of the customer internally to product and engineering
- Identify expansion opportunities and reduce churn proactively
- Build playbooks and processes that scale a great customer experience
What we're looking for
- Experience owning customer relationships and retention metrics
- Strong communication, empathy, and problem-solving
- Comfort with data to spot risk and opportunity early
- A proactive, organized, customer-obsessed approach
Nice to have
- Experience in SaaS or community products
- Familiarity with CS tooling and health scoring
- Background scaling success processes
Compensation & benefits
$130,000 – $175,000/yr — premium-band, reviewed twice a year.
- Fully remote, async-friendly culture with flexible hours and a results-first approach
- Premium compensation benchmarked at the top of the market, reviewed twice a year
- Equity participation and an annual performance bonus
- Inclusive health coverage including gender-affirming care, mental-health support, and family-building benefits
- Generous paid time off, paid parental leave for every path to parenthood, and company-wide recharge weeks
- Annual learning stipend, conference budget, and a home-office setup allowance
- Employee resource groups, including an active LGBTQ+ community, with real budget and executive sponsorship
Rutylis is an equal-opportunity employer and we are building a team where LGBTQ+ people are not just welcome but represented at every level. We evaluate candidates on the strength of their work and potential, and we encourage applicants from underrepresented backgrounds to apply even if you do not match every line below.
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