Senior Customer Success Manager

About the job

Our client is seeking a proactive and empathetic Senior Customer Success Manager to join their fully remote team. In this role, you will be instrumental in fostering strong, long-term relationships with our valued clients, ensuring they derive maximum value from our products and services. You will act as a trusted advisor, understanding client needs deeply and guiding them towards successful outcomes. Responsibilities: • Develop and nurture strategic relationships with a portfolio of key clients. • Serve as the primary point of contact, addressing client inquiries, concerns, and feedback promptly and effectively. • Proactively engage with clients to understand their business objectives and ensure our solutions align with their goals. • Conduct regular check-ins, business reviews, and strategy sessions to drive adoption and satisfaction. • Identify opportunities for upselling and cross-selling based on client needs and product capabilities. • Monitor client health metrics and proactively intervene to prevent churn and dissatisfaction. • Educate clients on new features, best practices, and product updates. • Collaborate with internal teams (Sales, Product, Support) to advocate for client needs and ensure a seamless customer experience. • Develop and maintain comprehensive client success plans. • Gather client feedback and insights to inform product development and service improvements. • Onboard new clients effectively, ensuring a smooth transition and rapid time-to-value. • Contribute to the creation of customer success resources, such as knowledge base articles and training materials. • Analyze usage data and client feedback to identify trends and opportunities for improvement. • Represent the voice of the customer within the organization. • Drive customer advocacy and facilitate case studies and testimonials.

Requirements

• Customer Success
• Account Management
• Relationship-building
• Communication
• Problem Solving
• SaaS

Qualifications

• Bachelor's degree in Business, 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
• Relationship-building
• Communication
• Problem Solving
• SaaS