Senior Customer Success Manager

With over 30,000 customers, including a third of Fortune 500 companies, Tempo is trusted by organizations across the globe to make their workflows work better.

We create a suite of integrated solutions for time management, resource planning, budget management, roadmapping, program management, reporting and more. We create the tech that enables the modern team to deliver: every step from first vision to value.

Since our beginning in 2007 as a project to make a time-tracking tool to help a client, Tempo has expanded to become the #1 time management add-on for Jira, and we have developed and acquired a multitude of tools to become one of the most trusted names in the Atlassian ecosystem.

We want everyone to work better, but we also want to be a tech company with a heart. Join us as we continuously innovate our award-winning products, create new solutions, and help the world work smarter, not harder.

About the role:

As a Senior Customer Success Manager at Tempo, you’ll be a strategic partner to our largest customers, helping them drive value from our SaaS products that work together as part of an integrated suite of solutions.

Here's what makes this role different. Tempo is building an AI-native company, and Customer Success is leading from the front. You'll be equipped with AI-assisted tooling that clears the automatable work off your plate, the data gathering, the meeting notes, the account-health monitoring, the renewal prep, so your energy goes to the work only a person can do well: building executive relationships, running sharp strategic conversations, and driving customer outcomes. And because you sit on the front line, you won't just use these tools. Your insight will directly inform the ones we build next.

You'll be accountable for commercial performance, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), and play a key role in identifying success stories and expansion opportunities.

This is a high-impact role for someone who can move comfortably between executive-level discussions and product-focused adoption work, thrives in fast-changing environments, and has a strong sense of ownership and urgency.

What you’ll do:

• Own the post-sale customer lifecycle across a portfolio of enterprise accounts.

• Lead strategic conversations with stakeholders around planning, prioritization, and value realization using Tempo’s award winning suite of solutions

• Drive GRR and NRR by managing renewals, surfacing expansion opportunities, and proactively mitigating risks.

• Work smarter with AI: use Tempo's AI-assisted Customer Success tooling to take the repetitive work off your plate (data prep, call notes, account-health signals, forecast inputs), reinvest that time in your customers, and share the frontline feedback that makes those tools sharper.

• Facilitate regular business reviews and outcome-focused success planning sessions directly with customer champions and decision makers.

• Work closely with operational users (such as project and program managers, Jira admins, and agile team leads) to guide adoption and remove friction points in the user base.

• Deliver best practices tailored to persona and industry that move customers toward their target outcomes across portfolio, project, and resource management workflows.

• Accurately forecast renewals and lead commercial discussions in partnership with Sales.

• Document customer goals, usage trends, risks, and outcomes with discipline and clarity on a continuous basis, using Gainsight Success Plans, Verified Outcomes, and Risk CTAs to keep account status current and actionable.

• Collaborate with Product and Sales to ensure a smooth, unified customer experience.

• Identify and help craft customer stories and case studies with the goal of highlighting their successes and raising awareness of our solutions.

Who you are:

• 5+ years of experience in SaaS Customer Success or Account Management, including managing enterprise customers and owning commercial outcomes.

• Experience translating product capabilities into measurable business outcomes, and leading value-realization conversations with executive stakeholders.

• Curious about AI and eager to work with AI-assisted tools, and to help make them better. You don't need to be technical. You do need to be the kind of person who reaches for a better way to work.

• Experience with a Customer Success platform such as Gainsight (Success Plans, Verified Outcomes, CTAs) is a plus.

• Strong communicator with the ability to persistently and continuously engage both senior business leaders and technical or operational users.

• Comfortable leading success planning, executive reviews, and renewal negotiations.

• Knowledge of key personas such as Project/Product/Program Managers, Agile Coaches, Jira Admins, and PMO leaders.

• Highly organized, proactive, and motivated by customer outcomes and long-term value creation.

• Embraces change and thrives in a fast-scaling, cross-functional environment.

Why Join Tempo?

• Impact: Work on meaningful products that empower enterprise users and improve productivity.

• Innovation: Be part of a culture that values creativity and innovation, with opportunities to make a real impact.

• Collaboration: Join a supportive, collaborative team that values openness, communication, and a continuous learning environment.

• Growth: Opportunities for professional development, including conferences, courses, and mentorship.

What's In It For You (Org-wide)

• Remote First work environment

• Unlimited vacation in most of our locations!!

• Great benefits including health, dental, vision and savings plan.

• Perks such as training reimbursement, WFH reimbursement, and more.

• Diverse and dynamic teams with challenging and exciting work.

• An opportunity to have a real impact on our business.

• A great range of social activities (both in person and virtual).

• Optional in person meet-ups and the ability to travel to our international offices

• Employee referral program

• And so much more!

Note: As our hiring teams are global, please submit your resume in English only

Apply today to join the Tempo team and help shape the future of enterprise productivity software.

Join us at Tempo Software, where we proudly foster an equal opportunity workplace. We are committed to creating an inclusive culture where all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.