ChartHop is on a mission to create healthy transparency within organizations, so that employees and organizations thrive. We are looking for a Senior Customer Success Manager!
Salary range - $90- $120K base plus bonus and equity
Job MissionWe're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes.
We will measure your success through:
Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)
Overall customer health and successful outcomes
Renewal outcomes and forecasting accuracy
Following risk mitigation frameworks and playbooks
Relationship & Retention
Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk
Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
Initiate renewal discussions and fully own renewal narrative, strategy and execution
Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved
Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information
Value & Adoption
Define and track customer success metrics tied to each customer's business goals — not just platform usage
Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)
Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules
Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps
Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation
Strategic Oversight
Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity
Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering
Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication
5+ years in Customer Success, SaaS consulting, or a related field
Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders
Experience with SaaS implementations, project management, and cross-functional collaboration
Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
Proficiency translating customer needs into product feedback and strategic recommendations
Experience at a high-growth startup (nice to have)
Skills Required
- 5+ years in Customer Success, SaaS consulting, or a related field
- Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations
- Strong executive presence, managing relationships with C-suite and VP-level stakeholders
- Experience with SaaS implementations, project management, and cross-functional collaboration
- Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions
- Proficiency translating customer needs into product feedback and strategic recommendations
- Experience at a high-growth startup
ChartHop Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ChartHop and has not been reviewed or approved by ChartHop.
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Fair & Transparent Compensation — Compensation practices emphasize transparency with visible pay bands and data‑driven decisions aimed at fair, equitable pay. Feedback suggests this structure helps people understand progression and how pay is determined.
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Healthcare Strength — Health coverage includes medical, dental, vision, disability, and mental‑health support, with multiple plan options and supplemental accounts noted. Feedback suggests the breadth of coverage is strong for a remote‑first tech company.
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Leave & Time Off Breadth — Time off includes generous PTO, paid holidays, paid sick time, and “Flex Fridays,” with some materials referencing unlimited or flexible PTO. Feedback suggests ample leave options support work‑life balance.
ChartHop Insights
What We Do
ChartHop is on a mission to create healthy transparency within organizations, so that employees and organizations thrive. A dynamic People Operations Platform, ChartHop connects and visualizes people data to empower organizations through insights, alignment, and action. Bringing a fresh approach to HR, ChartHop’s People Operations Platform is the unified source for people data and the main point of action for day-to-day programs, processes, and initiatives. From People and Finance executives to managers and employees, ChartHop is designed for everyone in the organization. ChartHop plays well with dozens of platforms through robust integrations across the HR tech stack, and serves companies like 1Password, YipitData, BetterCloud, and Starburst. Founded in 2019 by Ian White, ChartHop is backed by Andreessen Horowitz and Cox Enterprises. Visit ChartHop.com to learn more and follow ChartHop on Twitter and LinkedIn.
Why Work With Us
We are the world's first organizational management platform helping companies look at data around their most important asset- their employees. From remote working, DEI initiatives, and many more, we strive on a transparency and inclusive culture.
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