Senior Customer Success Manager

Overview:

As a Senior Customer Success Manager, you will play a pivotal role in ensuring our customers' success and satisfaction. You will be responsible for developing and maintaining strong relationships with SMB and Commercial clients, understanding their needs, and providing strategic guidance to help them achieve their goals. Your expertise in customer success strategies, combined with your excellent communication and problem-solving skills, will be instrumental in driving customer retention and growth.

Key Responsibilities:

• Client Relationship Management:
  • Build and maintain strong relationships with key clients, serving as their trusted advisor.
  • Proactively engage with clients to understand their business objectives and challenges.
  • Act as the primary point of contact for escalations and issue resolution, ensuring timely and effective resolution of client concerns.
• Strategic Account Management:
  • Develop and implement strategic account plans to drive customer success and maximize value for both the client and the company.
  • Identify opportunities for upselling and cross-selling additional products or services to existing clients.
  • Collaborate with internal teams, including sales, product management, and support, to align strategies and ensure seamless delivery of solutions to clients.
• Account Health Assessment and Risk Mitigation:
  • Assess the health of client accounts by tracking product adoption and usage patterns.
  • Identify potential risks to customer satisfaction and retention.
  • Develop and implement risk mitigation plans to proactively address issues and minimize churn.
  • Collaborate with internal teams to ensure the timely resolution of any identified risks or challenges impacting customer success.
• Customer Advocacy:
  • Champion the voice of the customer within the organization, advocating for enhancements to products or processes based on client feedback and insights.
  • Work closely with the product development team to prioritize feature requests and enhancements that align with customer needs and objectives.
• Performance Monitoring and Reporting:
  • Track and analyze key performance metrics related to customer satisfaction, retention, and expansion.
  • Generate regular reports and presentations to communicate VoC, performance trends, opportunities, and challenges to internal stakeholders and senior management.
• Team Leadership and Mentoring:
  • Provide guidance and mentorship to junior members of the customer success team, helping them develop their skills and achieve their goals.
  • Foster a collaborative and supportive team environment, encouraging knowledge sharing and best practices.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.
• Proven experience (5 years) in a customer success or account management role in a B2B SaaS environment (this is a must).
• Demonstrated track record of managing complex client relationships and driving customer success initiatives.
• Strong analytical skills with the ability to interpret data and trends to inform decision-making.
• Excellent communication and presentation skills, with the ability to effectively articulate complex concepts to both technical and non-technical audiences.
• Strategic thinker with a proactive and solution-oriented approach to problem-solving.
• Team player with strong leadership abilities and a passion for mentoring and developing others.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health benefits package.
• Flexible work arrangements, including remote options.
• Opportunities for professional development and career growth.
• Dynamic and collaborative work environment with a focus on innovation and creativity.

Join our team and make a significant impact on the success of our clients while advancing your career in customer success management