Senior Customer Success Manager

This role is part of our Prerender team, one of our growing brands at saas.group. For nearly a decade, Prerender has helped marketers build dynamic, complex JavaScript websites at scale while keeping them fully visible to search engines and AI platforms. We remove crawling and indexing limits so our customers' content can be found, ranked and cited, whether on Google's search results or in AI-powered answers from tools like ChatGPT, Perplexity and Google AI Overviews. More than 100,000 websites around the globe trust Prerender to serve more than 2.7 billion web pages to crawlers, improving their organic rankings and AI visibility. Profile Overview As a Senior Customer Success Manager at Prerender, you make sure our customers stay, grow and succeed with us. You own retention and churn for a defined book of enterprise and mid-market accounts, and you're measured on how well that book retains. You use data to spot risk early, reach out before problems surface, and show customers the business value Prerender delivers. This is a highly customer-focused role at the point where technology meets business. You'll explain what rendering, crawling and indexing mean for a customer's traffic, visibility and revenue. You'll also bring what you learn from customers back to our Product, Support and Marketing teams so we keep getting better. If you like building trusted relationships, working from data, and making technical topics simple, you'll thrive here. Your immediate impact in the first 3-6 months will be: • Build trusted relationships with assigned customers, understand their challenges and how Prerender can help • Start acting as an advisor on machine/AI visibility as Prerender repositions itself out of the pure SEO/rendering space. • After about a year, you should have measurably helped retain customers, understood early warning signals, and used the team's diagnostic/signal tooling to proactively reach out before issues escalate. Your responsibilities • Own retention for your account book: Take ownership of the retention and churn metrics (e.g. gross revenue retention and logo churn) for a defined book of accounts. Track them, report on them, and drive the actions that move them. • Drive proactive retention: Use usage data, health scores and risk signals to spot churn risk early, and run structured retention playbooks instead of waiting for tickets. • Turn technical results into business value: Explain Prerender's impact in terms your customers care about: indexing, organic traffic, AI-search visibility and revenue. • Build lasting trust: Hold regular check-ins and business reviews that keep customers seeing, and getting, value from Prerender. • Be the voice of the customer: Bring feedback, churn reasons and feature gaps back to Product, Support and Marketing in a structured way. • Partner across teams: Work closely with Account Managers, Support and Engineering so every customer gets a joined-up experience. How We Work At Prerender, Customer Success is proactive, data-informed and focused on outcomes. We don't wait for customers to come to us. • Think in outcomes: Success means the customer reached their goals, not just that a ticket was closed. • Build shared context: You make sure teams understand what customers need and why. • Scale what works: You help turn good one-off actions into repeatable playbooks. • High trust, high ownership: You're trusted to run your book your way. A Typical Day Might Involve • Reviewing account health dashboards and picking out who needs attention this week • Reaching out to a customer whose usage has dropped before it turns into churn risk • Running a business review that shows a customer the SEO and AI-search impact of rendering • Helping a customer's developer understand a setup or caching question, and escalating to Engineering with clear context when needed • Briefing an Account Manager on account health and value delivered ahead of a renewal • Sharing customer feedback and trends with Product • Refining a retention playbook based on what you've learned What You bring to the table • Proven experience: 5+ years in Customer Success, Account Management or a similar customer-facing role, ideally at a B2B SaaS company in marketing, advertising, SEO or martech • Retention mindset: A track record of owning retention or churn targets for a book of accounts, and of reducing churn and keeping customers engaged • Data-driven, AI-fluent approach: Comfortable working with usage data, health scores and CRM tools (e.g. HubSpot), and using AI assistants connected to your tools and data to make decisions and automate routine work • Business translator: You can turn technical details into clear business value for non-technical and technical stakeholders alike • Strong communicator: Clear and confident in writing and on calls, in fluent English • Structured and proactive: You plan your work, follow through, and don't wait to be told • Trusted advisor: Warm, patient and a good listener who cares about customer outcomes. Customers enjoy working with you, and you're confident starting conversations and leading calls. • Bonus: Technical product fluency. It helps if you're tech-savvy and familiar with SEO, JavaScript websites, web crawlers, caching or web performance. We're happy to invest in training you on our product, so curiosity and willingness to learn matter more than specific technical expertise. What’s in it for You • Ultimate flexibility: We're 100% remote. You can work from wherever you like, whenever you like. • Freedom and autonomy: We're a high-trust team, and you'll be given lots of flexibility to solve problems in your own way — with plenty of help from the team when you need it. • Minimum bureaucracy: We don't like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable. • Small & friendly team: We help each other out, have fun, and joke around. • Our network: We are