--- title: 'Senior Customer Success Manager at ChartHop' canonical: 'https://feeny.ai/job/senior-customer-success-manager-charthop-united-states-mr3ww09hpjex' type: 'job' last_seen: '2026-11-11' --- # Senior Customer Success Manager at ChartHop - **Company:** ChartHop - **Location:** United States - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-11-09 - **Last confirmed live:** 2026-11-11 - **Apply:** https://jobs.ashbyhq.com/ChartHop/08ee46dd-42d5-471f-bf6f-0c60528b1189 ## Job description Job Mission We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes. We will measure your success through: - Gross Revenue Retention (GRR) - Net Revenue Retention (NRR) - Overall customer health and successful outcomes - Renewal outcomes and forecasting accuracy - Following risk mitigation frameworks and playbooks ## What You'll Own Relationship & Retention - Your book of business will be a book of approximately 20-25 accounts mostly in mid-market segment with a few enterprise accounts. - Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk - Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus - Initiate renewal discussions and fully own renewal narrative, strategy and execution - Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved - Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information Value & Adoption - Define and track customer success metrics tied to each customer's business goals — not just platform usage - Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal) - Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules - Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps - Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation Strategic Oversight - Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity - Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering - Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication ## Requirements - 5+ years in Customer Success, SaaS consulting, or a related field - Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations - Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders - Experience with SaaS implementations, project management, and cross-functional collaboration - Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions - Proficiency translating customer needs into product feedback and strategic recommendations - Experience at a high-growth startup (nice to have) We’re hiring for this role and open to candidates at the L3 and L4 levels. Your level will be assessed early in the interview process to determine your seniority based on demonstrated competencies including strategic account management, business maturity, and autonomy. Although we list what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great addition, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply only if they check 100% of every box, while others apply when they meet roughly 60%. The point: it does not hurt to take a chance and apply. We are an inclusive employer and value diversity at our company. ## About ChartHop ## Company Overview - **One-liner**: ChartHop is a data-first People Operations Platform that unifies people and business data to help modern organizations plan, analyze, and drive workforce decisions. - **Entity Type**: Private (Venture-backed; Series C) - **Headquarters**: New York, New York, United States - **Founded**: 2018 - **Founders**: Ian White ## Core Business - **Primary industry**: People Operations / HR Technology (HRIS, People Analytics, Workforce Planning) - **Target customers**: B2B; HR, Finance, and Operations leaders at companies ranging from 20-person startups to thousand-person public companies. - **Mission or purpose statement**: "To create healthy transparency within organizations, so that employees and organizations thrive." [charthop.com](https://www.charthop.com/about-us) ## Products & Services - **ChartHop HRIS**: A core HRIS that acts as the central hub and source of truth for employee data, integrating with payroll providers like ADP, Gusto, and Workday rather than processing payroll itself. [charthop.com](https://www.charthop.com/) - **Headcount Planning**: Tools for modeling org changes, planning headcount, and aligning people strategy with business goals. - **Compensation Management**: Module for managing base and variable compensation, levels, bands, and equity. - **Performance Management**: Tools for 1:1 notes, performance reviews, and manager enablement. - **Engagement**: Employee engagement surveys and analytics. - **Ask ChartHop AI**: A conversational AI tool powered by people and business data that provides quick answers, fills out forms, and helps model organizational changes. [charthop.com](https://www.charthop.com/) - **People Analytics & Visualization**: Visual, interactive dashboards, org charts, and maps that connect people data with business data. - **Integrations & API**: An open REST API and integrations with 100+ tools (ADP, Greenhouse, Workday, etc.), designed to be an intelligence layer on top of existing systems. [charthop.com](https://www.charthop.com/) ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed. - **Key Metric**: Total Funding of **$74.1M** across 4 rounds (Seed, Series A, Series B, Series C). [linkedin.com](https://www.linkedin.com/company/charthop) - **Notable Investors/Partners**: Andreessen Horowitz (led Seed and Series B), Cox Enterprises (led Series C). [linkedin.com](https://www.linkedin.com/company/charthop) - **Growth Signals**: - Serves companies from 20-person startups to public companies. [charthop.com](https://www.charthop.com/) - Successfully completed SOC 2 Type 2 examination. [charthop.com](https://www.charthop.com/) - Acquired Gather AI in 2022. [linkedin.com](https://www.linkedin.com/company/charthop) - 13,607 LinkedIn followers with +1.0% monthly growth. [linkedin.com](https://www.linkedin.com/company/charthop) ## Competitive Advantages - **Data-first architecture**: Built with a highly structured and flexible data model (16 types of custom fields, built-in global-ready models for compensation, levels, bands, equity) that makes it extremely powerful for AI and analytics. [charthop.com](https://www.charthop.com/) - **Platform, not a silo**: Designed as an "intelligence layer" that integrates with 100+ existing HRIS, ATS, and FP&A tools, avoiding the lock-in of all-in-one providers. [charthop.com](https://www.charthop.com/) - **Configurable access controls**: Granular, role-based permissions that limit data access by department, location, or role, empowering HRBPs and managers while securing sensitive data. [charthop.com](https://www.charthop.com/) - **AI-native**: "Ask ChartHop AI" is built into the core, turning data into conversational insights and automated actions. [charthop.com](https://www.charthop.com/) - **Visual & intuitive**: Org charts, maps, and dashboards make complex people data accessible and actionable for all employees, not just HR. ## Strategic Focus - **Deepening the People Operations Platform**: Continuing to build out the integrated suite of HRIS, Headcount Planning, Compensation, Performance, and Engagement modules. [charthop.com](https://www.charthop.com/) - **AI-powered insights**: Leveraging the structured data model to deliver more sophisticated AI-driven analytics, automation, and conversational interfaces. [charthop.com](https://www.charthop.com/) - **Expanding into larger enterprises**: Serving companies with complex global needs, as evidenced by their global-ready data models and advanced integrations. [charthop.com](https://www.charthop.com/) - **Maintaining openness**: Emphasizing flexibility and integration over platform lock-in, allowing customers to "bring your own payroll provider" and connect best-of-breed tools. [charthop.com](https://www.charthop.com/) ## Why Work Here - **Fully remote company**: ChartHop is a fully-remote company, emphasizing that inclusivity and hearing all voices is "at its very core." [charthop.com](https://www.charthop.com/careers) - **Strong culture of transparency and inclusion**: The company's mission is to create "healthy transparency" and it commits to being "fair, inclusive, anti-racist, and equitable." [charthop.com](https://www.charthop.com/careers) - **Values-driven**: Core values are "fast, transparent, inclusive, optimistic, and all-in." [charthop.com](https://www.charthop.com/careers) - **Benefits**: Healthcare benefits, paid time off, mental health benefits, paid parental leave, home office reimbursement, Flex Fridays, and 401k. [charthop.com](https://www.charthop.com/careers) - **High-impact, cross-functional team**: Employees work across departments (Technical, Customer Service, Sales, Product) in a collaborative environment that values iteration. [linkedin.com](https://www.linkedin.com/company/charthop) - **CEO-led mission**: Founder and CEO Ian White is deeply involved and emphasizes that "a great company is about more than just building an amazing product. It’s about building value for everyone." [charthop.com](https://www.charthop.com/careers) ## Sources 1. [charthop.com](https://www.charthop.com/) 2. [charthop.com - About Us](https://www.charthop.com/about-us) 3. [charthop.com - Careers](https://www.charthop.com/careers) 4. [linkedin.com - ChartHop](https://www.linkedin.com/company/charthop) 5. 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