Senior Customer Success Manager

About the job

Our client is seeking a proactive and empathetic Senior Customer Success Manager to join their dynamic team. This fully remote position is crucial for fostering long-term client relationships and ensuring maximum value realization from our client's products and services. The ideal candidate is a relationship builder with a deep understanding of customer needs and a proven ability to drive customer retention and growth. Responsibilities: • Develop and maintain strong, long-lasting relationships with a portfolio of key clients. • Act as the primary point of contact for clients, understanding their business objectives and challenges. • Proactively guide clients through onboarding, implementation, and ongoing usage of our client's solutions. • Monitor client health metrics and identify opportunities for proactive engagement and intervention. • Drive adoption and utilization of our client's products/services by providing strategic guidance and best practices. • Identify opportunities for upselling and cross-selling to existing clients based on their evolving needs. • Gather client feedback and collaborate with product, sales, and support teams to drive product improvements and enhance the customer experience. • Conduct regular business reviews with clients to demonstrate value and ensure ongoing satisfaction. • Resolve client issues and escalations promptly and effectively, ensuring client retention. • Contribute to the development of customer success strategies, playbooks, and resources. • Track and report on key customer success metrics, such as churn rate, net promoter score (N.P.S.), and customer lifetime value. • Stay informed about industry trends and competitive landscape to better serve clients.

Requirements

• Customer Success
• Account Management
• Communication
• Analytical Skills

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or a similar client-facing role.

Preferred Technologies

• Customer Success
• Account Management
• Communication
• Analytical Skills