Senior Customer Success Manager

About the job

Our client is a rapidly growing SaaS company seeking a highly motivated and experienced Senior Customer Success Manager to join their fully remote team. In this pivotal role, you will be instrumental in ensuring our clients achieve maximum value from our products and services. You will manage a portfolio of high-value accounts, building strong relationships, driving adoption, and proactively identifying opportunities for expansion. Key Responsibilities: - Proactively manage a portfolio of enterprise clients, serving as their primary point of contact and trusted advisor. - Develop and execute success plans tailored to each client's business objectives, ensuring high levels of product adoption and satisfaction. - Conduct regular business reviews (QBRs) with clients to demonstrate value, track progress, and identify areas for improvement. - Onboard new clients effectively, ensuring a smooth transition and rapid time-to-value. - Identify and address potential churn risks, implementing retention strategies to maintain strong client relationships. - Collaborate with sales, product, and support teams to advocate for customer needs and provide a seamless client experience. - Drive upsell and cross-sell opportunities by understanding client needs and demonstrating how additional offerings can provide further value. - Gather client feedback and insights to inform product development and strategic decisions. - Develop and deliver training materials and best practice guides for clients. - Contribute to the development of customer success best practices and internal playbooks. Qualifications: - Bachelor's degree in Business, Marketing, Communications, or related field. - 5+ years of experience in Customer Success, Account Management, or similar role. - Proven track record of managing complex enterprise accounts and achieving high retention rates. - Strong understanding of customer success principles and best practices.

Requirements

• Customer Relationship Management
• Communication
• Account Management

Qualifications

• Bachelor's degree
• 5+ years experience in Customer Success

Preferred Technologies

• Customer Relationship Management
• Communication
• Account Management