Senior Customer Success Manager

Aline is the bridge between senior care and technology, built to strengthen connections where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart. Rooted in industry expertise and born from the merger of leading solutions, Aline serves as a unifying force across the senior care space.
We help communities across the country streamline processes, enhance resident and family engagement, and stay aligned through every stage of care.

That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike.
As a Senior Customer Success Manager at Aline, you will play a pivotal role in managing and nurturing a portfolio of 20-40 high-engagement customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, customer training, and industry best practices to deliver exceptional results and drive customer value.

Responsibilites
• Customer Relationship and Advocacy:
◦ Serve as the main point of contact for a portfolio of 15-20 customers, ensuring their needs are met and value is continuously delivered.
◦ Own strategic customer relationships and act as the primary point of contact for a portfolio of 15-20 customers.
◦ Serve as a trusted advisor, aligning customer goals with Aline’s products/services.
◦ Act as a customer advocate within Aline, providing insights to product and leadership teams to enhance our offerings.
• Retention & Growth:
◦ Drive adoption and utilization of products/services purchased to ensure customers realize measurable value.
◦ Proactively identify expansion opportunities (upsell/cross-sell) in collaboration with Sales.
◦ Reduce churn by developing and implementing strategies for at-risk accounts.
• Strategic Planning & Execution
◦ Develop and execute tailored customer success plans across all customers in your portfolio.
◦ Lead Quarterly Business Reviews (QBRs) with executive stakeholders.
◦ Partner with cross-functional teams across the customer journey to deliver exceptional customer experiences.
• Data-Driven Insights
◦ Monitor health metrics and proactively address risks.
◦ Use data to forecast renewals and provide strategic insights both to the customer and internally.
• Leadership & Influence
◦ Mentor junior CSMs, sharing best practices and supporting team development.
◦ Contribute to building playbooks, scalable processes, and frameworks for the CX org.
◦ Represent Customer Success in cross-functional initiatives with Product, Marketing, and Sales
• Operational Excellence
◦ Document customer activity, goals, and feedback in CRM/CS platforms.
◦ Ensure timely follow-through on deliverables and executive-level reporting.
Qualifications
• 5–7 years of direct CSM or account management experience in SaaS or a related field.
• Proven experience managing a portfolio of 15-20 customers, with a strong track record of success.
• Experience using a Customer Success Management Platform.
• Comprehensive experience with Customer Success best practices.
• Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving skills, with a proactive and solutions-oriented mindset.