Sr. Customer Success Manager

Senior Customer Success ManagerLocation: Austin, Texas (Hybrid) Aurigo is hiring a Senior Customer Success Manager (Sr. CSM) to join our growing North American team. This strategic, senior-level role is focused on driving long-term value, retention, and growth across a portfolio of enterprise public sector customers using Aurigo’s capital planning and project management solutions.As a Sr. CSM, you will be a trusted advisor and executive liaison, guiding key customers through complex digital transformations. Your leadership will directly impact customer outcomes by driving software adoption, value realization, and long-term partnership success.About the RoleAurigo is seeking a seasoned and proactive Senior Customer Success Manager to lead customer engagement initiatives for our high-value clients across government, transportation, water, and infrastructure sectors. You will own strategic accounts, manage executive-level relationships, and align customer goals with Aurigo’s capabilities to deliver measurable impact.This role requires strong leadership, a customer-first mindset, and a data-driven approach to improving customer experience and ROI.Key ResponsibilitiesStrategic Customer Leadership:Own and manage a portfolio of strategic enterprise customers, serving as the senior point of contact.Develop strong executive relationships and build influence across all levels of client organizations.Conduct strategic business reviews (QBRs) with senior stakeholders to assess progress, align objectives, and identify opportunities for growth.Value Realization & Success Planning:Lead the development and execution of tailored Customer Success Plans for each client.Drive client success metrics and ensure measurable ROI through adoption and effective solution usage.Act as a champion for customer outcomes by aligning internal resources and managing escalations.Customer Advocacy & Expansion:Identify upsell/cross-sell opportunities based on client goals and usage patterns.Collaborate with Sales and Product teams to position additional features or services.Drive customer advocacy by promoting success stories, facilitating peer engagement, and developing reference accounts.Risk Mitigation & Retention:Proactively identify risks to customer health and develop mitigation strategies.Monitor renewal cycles and lead retention efforts with high-risk and high-value customers.Operational Excellence:Analyze customer data to inform strategy, identify usage trends, and improve overall customer experience.Track and report on KPIs including adoption, NPS, CSAT, and renewal health.Facilitate internal and external stakeholder communication through executive-level reporting and insights.Enablement & Collaboration:Lead high-impact enablement initiatives including onboarding, training, and customer workshops.Collaborate cross-functionally with Project Management, Product, Marketing, and Support teams to ensure a seamless and unified client experience.Qualifications & Experience6+ years of experience in Customer Success, Account Management, or Strategic Consulting within an enterprise SaaS environment.Demonstrated success managing large-scale public sector or complex enterprise accounts.Proven track record in building executive relationships, driving product adoption, and increasing customer lifetime value.Expertise in Salesforce, Power BI, Pendo, and other analytics or customer engagement platforms.Strong understanding of public sector operations and procurement is preferred.Exceptional communication, presentation, and problem-solving skills.Bachelor’s degree in Business, Technology, Public Administration, or a related field.Why Join Aurigo?Play a key leadership role in transforming how public agencies plan and deliver critical infrastructure.Influence product direction and customer strategy in a fast-growing, mission-driven company.Join a team recognized as a Great Place to Work three years in a row.Enjoy a flexible, collaborative work environment with global teams and real-world impact.Lead strategic initiatives that deliver value to communities across North America.

Created: 2025-07-05