Senior Customer Success Manager

PromoRepublic is an AI-first franchise marketing platform helping multi-location brands grow across North America, Australia, and the UK.

We work with franchise systems where success depends on aligning corporate marketing teams, franchise operators, and distributed location networks at scale. These are operationally complex customers with meaningful ARR, multiple stakeholder layers, and high expectations around execution.

We're hiring a Senior Customer Success Manager to own a portfolio of enterprise and strategic mid-market accounts.

This is a senior individual contributor role with real commercial responsibility. You'll lead renewals, executive relationships, expansion conversations, and retention strategy across Tier 1 and Tier 2 franchise brands. The accounts are large enough that customers expect strategic partnership, not account maintenance.

You will not be micromanaged. You will be expected to own outcomes.

If you've historically been the person your CS team relies on for difficult accounts, escalations, or high-stakes renewals, this role was designed for you.

What You'll Own

Enterprise Account Management

Own a portfolio of Tier 1 and Tier 2 franchise brands, typically operating across 50–500+ locations.

You'll manage relationships across both:

- corporate marketing leadership

- distributed franchise operator networks

You'll independently lead:

- QBRs and executive reviews

- renewal negotiations

- retention strategy

- expansion conversations

- stakeholder alignment across complex buying groups

Key stakeholders often include:

- CMOs

- marketing directors

- franchise operations leaders

- digital transformation owners

- regional support teams

You should be comfortable operating in environments where priorities are political, fragmented, and commercially sensitive. You are expected to lead customer strategy proactively and commercially.

Commercial Ownership

You'll own renewal execution end-to-end across your portfolio, including:

- forecasting

- commercial positioning

- stakeholder alignment

- procurement coordination

- legal coordination when required

- executive escalation management

You'll partner closely with Account Executives on expansion opportunities, but identifying and shaping growth signals inside the account is part of your role.

Strong commercial judgment matters here.

You should be comfortable:

- handling difficult renewal conversations

- pushing back on weak churn narratives

- reframing value under pressure

- identifying upsell timing

- protecting long-term account health without over-discounting

Onboarding and Activation

You'll lead onboarding for enterprise accounts with a focus on achieving measurable time-to-value across complex franchise networks.

You'll define and monitor activation milestones such as:

- location rollout progress

- feature adoption

- content publishing consistency

- engagement trends

- operational usage patterns

You'll intervene early when adoption slows or rollout risk emerges.

Enterprise onboarding at PromoRepublic is not template but framework-driven. You'll build success plans aligned to the customer's actual franchise marketing objectives, operational structure, and rollout realities.

Health, Retention, and Escalation Management

You'll maintain accurate portfolio health visibility and surface risks early with a clear point of view.

We expect senior CSMs to:

- diagnose root causes, not just report symptoms

- use data to support recommendations

- drive cross-functional alignment internally

- manage escalations calmly and structurally

You'll work directly with:

- Product

- Engineering

- Finance Ops

- Support

- Sales

- Legal

- CEO

especially when customer friction impacts retention, adoption, or expansion potential.

You own NRR performance across your portfolio.

Team Contribution and Strategic Influence

As a senior member of the CS organization, you'll help shape how enterprise Customer Success operates at PromoRepublic.

This includes:

- refining playbooks

- documenting repeatable enterprise motions

- improving escalation workflows

- mentoring less senior team members informally

- contributing operational insight into product and customer strategy

You'll get support from the Head of Product and Customer Success on strategic accounts and executive-level customer initiatives.

Who You Are

You likely have:

- 5+ years in B2B SaaS Customer Success

- experience owning enterprise or strategic mid-market accounts

- a track record managing six-figure ARR customers

- experience navigating multi-stakeholder environments independently

You are commercially credible and operationally disciplined.

You've likely:

- led difficult renewals successfully

- managed executive escalations

- defended value during churn risk situations

- sourced expansion opportunities from existing accounts

- operated without needing close supervision

You should be comfortable presenting to executive stakeholders without relying on scripts or heavily structured talking points.

Strong candidates are:

- analytically grounded

- highly organized

- calm under pressure

- strategically minded

- operationally reliable

Experience with the following is a strong advantage:

- franchise or multi-location businesses

- martech or social media platforms

- agency ecosystems

- adoption analytics

- AI-enabled CS workflows

English proficiency must be C1 or above, Spanish - B2.

What Success Looks Like

Success in this role is measured clearly.

Core metrics include:

- NRR at or above target across your portfolio

- renewal forecast accuracy within 10%

- executive engagement across Tier 1 accounts

- expansion and referral pipeline sourced from your book

- activation and adoption performance

We value proactive ownership, strong judgment, and consistent execution.

Key Relationships

Reports to the Head of Product and Customer Success.

Works closely with:

- Account Executives

- Product

- Engineering

- Finance Ops

- Support

Executive sponsor involvement from leadership is available for strategic moments, but day-to-day customer ownership remains with you.

What We Offer

- A senior IC role with meaningful ownership from day one

- Direct influence on product direction through customer insight

- A CS organization actively investing in AI-enabled operational scale

- Distributed international team across Europe, Ukraine, the US, and beyond

- Fully remote work environment

- Compensation aligned with senior SaaS CSM benchmarks in your market. Salary consists from base and bonuses.

- Possibility to grow to Head of Customer Success

Why This Role Exists

Enterprise franchise customers are operationally messy by nature:

- multiple stakeholders

- distributed execution

- uneven adoption

- competing incentives

- long renewal cycles

They need a CSM who can operate commercially, strategically, and operationally at the same time.

That is the role.

If you enjoy complex accounts, executive conversations, structured problem-solving, and building long-term customer value in high-accountability environments, we'd like to speak with you.