Senior Customer Success Manager

We’re a fast-growing, PE‑backed enterprise SaaS company serving global organizations, with a focus on integrity, compliance, risk, and ESG. Our platform enables Chief Compliance Officers and risk leaders to build resilient and transparent organizations.

With strong product‑market fit and rising demand, we’re scaling our global customer organization to drive retention, expansion, and long‑term customer value. We’re seeking a commercially minded, consultative, and relationship‑driven Senior Customer Success Manager to own and grow a portfolio of strategic enterprise accounts.

As a Senior Customer Success Manager, you will own the commercial relationship with our enterprise customers, driving retention, expansion, and measurable business outcomes. You will act as a trusted advisor to senior stakeholders, ensuring customers realize maximum value from our platform while identifying and executing upsell and cross‑sell opportunities. This is a high‑impact, revenue‑generating role where you will directly contribute to Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and overall account growth.

• Own the commercial relationship for a portfolio of enterprise customers, driving renewals, retention, and expansion.
• Deliver and exceed upsell and cross‑sell targets within existing accounts.
• Forecast renewals and expansion opportunities with accuracy and visibility.
• Drive Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and upsell performance against defined KPIs.
• Identify expansion pathways across business units, geographies, and use cases.

• Serve as a trusted advisor to executive stakeholders, including C‑level, business sponsors, IT, and procurement.
• Develop and maintain long‑term, strategic relationships across complex enterprise organizations.
• Build and execute joint Success Plans aligned to customer business objectives.
• Conduct data‑driven Executive Business Reviews (EBRs) to track value realization and align on forward strategy.
• Apply a consultative approach to understand customer challenges and position solutions that deliver measurable impact.

• Monitor account health using dashboards and analytics to proactively mitigate risk and identify growth opportunities.
• Define customer roadmap requirements and align them with product capabilities and innovation plans.
• Partner cross‑functionally with Customer Success, Support, Product, Engineering, Marketing, and Leadership to ensure long‑term value delivery.
• Drive customer advocacy through case studies, references, referrals, and testimonials.
• Collect, analyze, and improve Net Promoter Score (NPS) as a core success metric.
• Maintain high levels of engagement and proactive communication to ensure customer satisfaction and success.

• 5+ years of consultative, results‑driven experience managing and expanding enterprise SaaS accounts (legal/compliance industry experience preferred).
• Proven track record of retaining and growing enterprise customers in complex, multi‑stakeholder environments.
• Demonstrated success managing high‑value accounts and closing expansion opportunities.
• Strong pipeline management and revenue forecasting capabilities.
• Ability to build credibility with senior executives and navigate enterprise buying processes.
• Highly organized, detail‑oriented, and strategic mindset, with the ability to manage multiple priorities in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Comfortable with Salesforce, G‑Suite, web‑conferencing platforms, and reporting/dashboard tools.
• Willingness to travel as needed.

• A competitive salary that reflects your skills and experience.
• Flexible working hours and the freedom to work fully remotely.
• The chance to be part of something meaningful – helping to build an ethical and compliant business space around the globe.
• An opportunity to make a real, lasting impact on a rapidly growing company.

Founded by a Danish human rights activist in 2004, today GAN is a global company with a highly diverse team spanning a wide range of both professional…