Senior Finance Manager, Customer Success

Overview

A Senior Finance Manager role is available to support Customer Success Management within a leading enterprise and subscription business. This position partners closely with Customer Success leaders to drive sustainable, customer-centric growth and reports to the Senior Finance Director. The role serves as the primary business partner to the Vice President of Customer Success Management.

This position combines finance, strategy, and customer outcomes to shape financial strategy for post-sales activities including token consumption, usage, renewals, and expansion. It enables data-driven decisions to improve customer value, operational efficiency, and long-term annual recurring revenue (ARR) growth.

Location: Remote, anywhere in the United States

Responsibilities

Strategic Business Partnership

• Serve as the primary finance partner to the Customer Success Management VP and leadership team, providing financial guidance and strategic insights
• Align financial plans with customer success, retention, and adoption strategies to support customer lifecycle value
• Influence investment decisions balancing growth, efficiency, and margin objectives to improve customer outcomes

Financial Planning, Forecasting & Modeling

• Lead annual planning, monthly forecasting, and long-range planning for the Customer Success organization
• Own and analyze key SaaS metrics such as gross/net retention, churn, renewals, expansion, cost-to-serve, token consumption, usage, and value delivery
• Collaborate with Customer Success leadership to set annual token consumption and usage targets aligned with customer value realization and adoption goals
• Develop financial models to evaluate customer offerings, operating and capacity models, and impacts of go-to-market changes

Performance Insights & Storytelling

• Provide executive-ready insights connecting financial performance to customer outcomes and strategic priorities
• Analyze variances, trends, and risks; proactively recommend actions to leadership
• Partner with Worldwide Sales Finance and Revenue Operations to ensure alignment across the customer lifecycle

Operational Excellence & Scale

• Drive simplification, automation, and standardization of financial processes and reporting
• Ensure financial governance, accuracy, and compliance within Customer Success financials
• Support transformation initiatives, new business models, and potential M&A integration affecting Customer Success

Leadership & Culture

• Mentor and develop finance team members
• Foster strong cross-functional relationships based on trust and accountability

Minimum Qualifications

• Bachelor’s degree in Finance, Accounting, Economics, or related field
• 12+ years of progressive finance experience including FP&A and senior business partnering
• Strong understanding of subscription and SaaS business models
• Experience supporting Customer Success, Services, or post-sales organizations
• Advanced financial modeling, analytical, and problem-solving skills
• Excellent communication skills with ability to influence senior leaders

Preferred Qualifications

• MBA, CPA, or CFA designation
• Experience in a global, matrixed, enterprise technology environment
• Familiarity with planning and analytics tools such as Anaplan, Adaptive, and Power BI
• Proven ability to drive change in fast-evolving or transformative environments
• Experience with SQL and Sigma is a plus

Equal Opportunity Statement

The organization is committed to building a diverse and inclusive workplace and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. Employment consideration is also extended regardless of criminal history, consistent with applicable law.