Senior Customer Success Manager

Who you are

You’re a strategic, customer-facing leader who thrives in complex, technical environments and enjoys building long-term partnerships with enterprise customers. You’re comfortable learning new technologies quickly and can confidently navigate conversations with engineers, operators, and executives alike.

You enjoy owning outcomes. You like having full responsibility for your book of business and take pride in helping customers achieve real operational and business impact from the products they adopt. You’re equally comfortable discussing high-level strategy with leadership as you are digging into technical workflows with engineering teams.

You thrive in fast-moving environments where priorities evolve and autonomy is expected. You can ramp quickly, manage multiple complex customer relationships, and keep momentum moving forward even when things get ambiguous.

At Copia, you’ll work with some of the most advanced industrial and engineering organizations in the world. You’ll help them adopt modern tools that improve how engineering teams collaborate, manage code, and operate critical infrastructure.

Copia is growing quickly, and this role is ideal for someone who is excited about being part of a fast-paced startup where strong performers have meaningful opportunities for growth and leadership.

• Own and manage a portfolio of strategic enterprise customer relationships from onboarding through renewal and expansion

• Act as a trusted advisor to customers, helping them achieve measurable business outcomes from Copia

• Develop and maintain strong relationships with engineering teams, operational leaders, and executive stakeholders

• Lead regular customer engagements including onboarding sessions, strategic planning discussions, and business reviews

• Identify adoption risks early and drive proactive solutions to ensure long-term success and retention

• Partner with Sales on renewal and expansion opportunities while ensuring a smooth and predictable customer lifecycle

• Work closely with Product, Engineering, Support, and Marketing to resolve issues and improve the overall customer experience

• Translate complex customer needs into clear internal feedback that helps inform product direction

• Guide customers toward Copia best practices and help them maximize the value of the platform

• Represent the voice of the customer internally and advocate for improvements that support long-term customer success

• Help shape Customer Success processes and contribute to building a scalable CS organization as Copia grows

• 7–10 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role

• Experience managing enterprise or highly strategic customer relationships

• Ability to quickly learn complex technical products and workflows

• Strong executive presence and confidence leading discussions with senior stakeholders and technically strong personalities

• Excellent communication and relationship-building skills

• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously

• Comfort operating independently and taking ownership in a fast-paced startup environment

• Experience collaborating cross-functionally with Sales, Product, Engineering, and Support teams

• Ability to travel occasionally for customer meetings and industry events