Senior Customer Success Manager

About the job

Our client, a fast-paced and innovative technology company, is seeking a dedicated and proactive Senior Customer Success Manager to join their fully remote team. This critical role is responsible for ensuring our valued clients achieve their desired outcomes while using our client's cutting-edge software solutions. As a Senior CSM, you will be the primary point of contact for a portfolio of high-value clients, focusing on building strong relationships, driving adoption, identifying expansion opportunities, and ultimately ensuring client retention and satisfaction. **Key responsibilities include:** - Proactively managing a portfolio of enterprise clients, ensuring successful onboarding, adoption, and ongoing value realization. - Developing a deep understanding of client business objectives and aligning our client's solutions to meet those goals. - Conducting regular business reviews (QBRs) with clients to assess progress, address challenges, and identify new opportunities. - Acting as the voice of the customer internally, providing feedback to Product, Sales, and Engineering teams to drive product improvements. - Identifying and mitigating at-risk accounts, developing and executing retention strategies. - Driving upsell and cross-sell opportunities within your client portfolio, contributing to revenue growth. - Creating and delivering compelling customer training and enablement resources. - Monitoring client health metrics and taking proactive measures to ensure customer success. - Collaborating with the sales team on renewals and expansion efforts. - Developing and sharing best practices for customer success management. - Mentoring junior members of the Customer Success team. - Contributing to the development of customer success playbooks and processes. The ideal candidate possesses a Bachelor's degree in Business, Communications, or a related field, with a minimum of 5 years of experience in customer success, account management, or a related client-facing role, preferably within the SaaS industry. Proven experience managing enterprise-level accounts and demonstrating a strong ability to build and maintain trusted advisor relationships with senior stakeholders is essential. Excellent communication, presentation, and interpersonal skills are a must. A strong understanding of CRM systems (e.g., Salesforce) and customer success platforms is required. You should be a strategic thinker, highly organized, and possess exceptional problem-solving abilities. The ability to work independently and collaboratively in a remote environment is crucial. Experience in managing complex technical solutions and translating technical benefits into business value is highly desirable. If you are passionate about empowering customers and driving long-term success, this is the perfect opportunity for you. This role offers a highly competitive salary, performance-based bonuses, excellent benefits, and the flexibility of a fully remote work arrangement.

Requirements

• Client Relationship Management
• Customer Success Management
• Communication Skills

Qualifications

• Bachelor's degree in Business
• Minimum of 5 years of experience in customer success

Preferred Technologies

• Client Relationship Management
• Customer Success Management
• Communication Skills