Senior Customer Success Manager

About the job

Our client, a rapidly growing Software-as-a-Service (SaaS) company, is seeking a highly motivated and experienced Senior Customer Success Manager to join their fully remote team. This role is crucial for ensuring our clients achieve maximum value from our innovative solutions. As a Senior CSM, you will manage a portfolio of key enterprise accounts, building strong, long-term relationships and driving product adoption, retention, and expansion. The ideal candidate will have a passion for customer advocacy, a deep understanding of SaaS business models, and exceptional communication and problem-solving skills. You will act as a trusted advisor, proactively identifying customer needs, providing strategic guidance, and ensuring a seamless onboarding experience. Key responsibilities include: • Conducting regular business reviews. • Monitoring customer health scores. • Developing success plans tailored to each client's unique goals. • Collaborating closely with sales, product, and support teams to address customer challenges and drive product improvements. This position offers a fantastic opportunity to influence customer outcomes and contribute to the company's growth trajectory, all while working remotely. Your success will be measured by customer retention rates, expansion revenue, and overall customer satisfaction. Qualifications: • Bachelor's degree in Business, Marketing, Communications, or a related field. • 5+ years of experience in Customer Success, Account Management, or a related client-facing role, preferably in the SaaS industry. • Proven track record of managing enterprise-level accounts and driving significant revenue retention and expansion. • Deep understanding of SaaS subscription models and customer lifecycle management. • Exceptional communication, presentation, and interpersonal skills. • Strong analytical and problem-solving abilities, with the capacity to understand complex customer needs. • Experience with CRM software (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight, ChurnZero). • Ability to work independently, manage time effectively, and thrive in a fully remote, fast-paced environment. • Passion for technology and a genuine commitment to customer advocacy. • Experience in conducting effective business reviews and developing strategic account plans.

Requirements

• Customer Success
• Account Management
• SaaS
• Customer Advocacy
• Problem-Solving

Qualifications

• Bachelor's degree in Business, Marketing, Communications
• 5+ years of experience in Customer Success
• Experience with CRM software

Preferred Technologies

• Customer Success
• Account Management
• SaaS
• Customer Advocacy
• Problem-Solving

About the company

WhatJobs Direct is a rapidly growing Software-as-a-Service (SaaS) company, focusing on customer success and satisfaction.