Senior Customer Success Manager

Full job description

In this high-impact role, you will be the primary strategic advisor for a portfolio of key customers. You will work with CFOs , finance teams, and senior executives as a strategic advisor to architect their success, ensuring they unlock measurable value and achieve long-term ROI with our profit acceleration solutions.

This is a unique opportunity to turn financial complexity into clarity and become a trusted expert on the most advanced profit analytics tools in the industry. This role reports directly to the head of customer success.

Key Responsibilities

Strategic Customer Leadership & Value Realization

• Act as a strategic advisor to leadership stakeholders, using our platform’s data to help them answer their most critical business questions about profitability.
• Lead the post-sale customer journey, from strategic onboarding and seamless data integration to long-term value realization and advocacy.
• Translate complex financial analytics into compelling, customer-specific use cases and actionable strategies that drive measurable P&L impact.
• Architect and deliver high-impact Executive Business Reviews, aligning our platform’s performance with the customer’s core financial and strategic objectives.

Champion Product Adoption & Expertise

• Leverage your finance expertise to teach customers how to master profit segmentation, identify profit drivers, and act on data-driven insights.
• Develop and scale best practices and playbooks for function-specific customer journeys (e.g., for Finance, Sales, Operations).
• Serve as the internal voice-of-the-customer, channeling critical feedback from finance users to our Product and Engineering teams to shape the future of our platform.

Commercial Ownership & Growth

• Proactively manage customer health, analyzing usage data and engagement KPIs to mitigate risk and ensure successful renewals.
• Identify and nurture expansion opportunities, partnering closely with Sales to grow accounts and deepen our strategic relationships.
• Collaborate with Sales and Account Management to seamlessly manage renewals and contract expansions.

What Success in the First Year Looks Like

• Within 3 Months: You will have mastered the Profit Isle platform, successfully onboarded your first set of strategic customers, and established yourself as their trusted partner.
• Within 6 Months: You will be independently conducting Executive Business Reviews, demonstrating tangible ROI, and have identified your first expansion opportunity.
• Within 12 Months: You will be a true product and domain expert, contributing to our customer success playbooks and acting as a mentor to new team members, all while consistently exceeding retention and expansion targets.

Qualifications

• Bachelor’s or Master’s in Business, Finance, Accounting, Economics, or a related field.
• 5+ years of experience in a role like Customer Success, Solutions Consulting, or a customer-facing Finance/FP&A role
• Deep understanding of corporate finance principles. You are fluent in the language of FP&A, financial planning, and corporate accounting (e.g., variance analysis, budgeting, margin analysis, the monthly close process).
• Exceptional communication and presentation skills, with a proven ability to distill complex financial data into a compelling narrative for an executive audience.
• A strategic, consultative mindset with a passion for problem-solving and driving measurable customer outcomes.

Bonus If You Have:

• Experience with BI tools (e.g., Tableau, Power BI) or other financial analytics software.
• Experience working with customers in the distribution or manufacturing industries.
• A strong understanding of sales and/or supply chain operations in addition to finance.

Job Type: Full-time

Pay: $90,000.00 – $ per year

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Experience:

Financial planning or analysis: 5 years (Required)

Ability to Commute:

• Cambridge, MA 02142 (Preferred)
• Work Location:
  
  Hybrid remote in Cambridge, MA 02142