Role Overview
The Senior Customer Success Manager / Functional Architect is the single-threaded owner for a portfolio of 46 enterprise customers. This role combines deep functional expertise with end-to-end customer relationship ownership.
This is a hands-on role requiring regular interaction with customer finance, billing, and IT teams, along with periodic travel to the US.
Key Responsibilities
- Own the overall relationship and success for assigned customer accounts
- Attend and lead all customer meetings including status, design, and escalation calls
- Act as the functional authority for:
-Monetization and pricing models
-Billing workflows
-Revenue recognition and accounting alignment
- Guide customers through enhancements, change requests, and optimization initiatives
- Coordinate internally with Product, Engineering, Support, and Solution Architects
- Identify risks early and drive resolution before escalation
- Travel to the US approximately once every 6 months to meet customers in person
Required Experience & Skills
- 812+ years of experience in enterprise SaaS Customer Success or Implementations
- Strong functional expertise in Billing and/or Revenue Recognition
- Ability to manage complex customer environments independently
- Excellent communication and stakeholder management skills
- Willingness to work with US time zones and travel internationally
What Success Looks Like (First 12 Months)
- High trust and satisfaction across assigned customer accounts
- Minimal escalations and strong customer advocacy
- Clear account plans and expansion opportunities
- Customers willing to act as references
