Senior Customer Success Manager

Summary

Join Fieldguide as a Senior Customer Success Manager and own a portfolio of high-impact customer relationships within large advisory firms. Drive long-term success, retention, and growth across multiple service lines. Collaborate with Sales, Product, and Engineering to ensure customers achieve meaningful business outcomes. Build trusted advisor relationships with customer stakeholders, run strategic business reviews, and define what great Customer Success looks like at scale. Solve complex challenges, influence product strategy, and help customers succeed in a rapidly growing environment. This role requires executive-level communication and the ability to translate complex product capabilities into business value.

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

Benefits

• Competitive compensation packages with meaningful ownership
• Unlimited PTO
• 401k
• Wellness benefits, including a bundle of free therapy sessions
• Technology & Work from Home reimbursement
• Flexible work schedules