Senior Customer Success Manager
Edenred
Boston, Massachusetts
Full-Time
Competitive
HybridManager
Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
The Senior Customer Success Manager (Sr. CSM)is responsible forowning the success and long-term value of the organization’s most strategic and complex customer relationships. This role focuses on driving measurable outcomes, program adoption, and sustained engagement.
The Sr. CSM builds trusted advisor relationships withsenior and executive stakeholders, proactively guiding clients to maximize the value of their commuter benefits programs. Working strategically with customers, the Sr. CSM identifiesobjectives, develops action plans,anticipatesrisks, and uses data and insights to ensure clients are achieving and exceeding their desired outcomes.The Sr. CSM also serves as a product advocate for the client, ensuring their needs and feedbackinformongoing product improvements and enhancements.
Partnering closely with a dedicated Account Manager who owns the commercial relationship, the Sr. CSM owns overallprogramhealth, employee adoption, and engagement. The role emphasizes proactive leadership, cross-functional collaboration, and accountability for retention, value realization, and client satisfaction across the most complex and high-impact accounts.
Essential Functions: Duties and Responsibilities
Develop and manage strategic relationships with senior, executive, and multi-functional stakeholders across a portfolio of Tier 1 enterprise clients.
Drive customer adoption, engagement, and Gross Revenue Retention (GRR) by increasing Unique Users and ensuring sustained program value.
Build, execute, andmaintainquarterly success plans aligned to each client’s businessobjectives, outcomes, and success metrics.
Monitor usage data, engagement trends, and customer health indicators to proactivelyidentifyrisks, declines in engagement, and renewal concerns.
Identify, escalate, and resolve complex client issues with urgency, clarity, and executive-level professionalism.
Lead structured Quarterly Business Reviews (QBRs) that connect client goals, platform data, program outcomes, and actionable recommendations.
Collaborate closely with Account Managers during renewal cycles byproviding>
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