Senior Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Gain a thorough understanding of Together's mentorship software and implement best practices for software deployment to initiate mentorship programs.

• Handle employee data and various file formats such as CSV, Excel, and basic HRIS data that facilitate program development, including CSV and Excel files.

• Have familiarity with SSO, Outlook/Gmail Calendars, Slack, and Teams to implement programs and troubleshoot daily technical issues independently or collaboratively.

• Enhance product adoption and seat utilization throughout the contract duration by collaborating with Account Management during Quarterly Business Reviews (QBRs) that demonstrate measurable progress towards the clients' business objectives.

• Minimize churn and maximize contract value by ensuring customers derive continual value, making renewal an effortless choice, and generating referrals and sales-qualified leads (SQLs) through customer advocacy.

• Provide knowledgeable and prompt responses to customer inquiries to foster credibility and trust.

• Work alongside customers, Account Management, and product managers to address challenges.

• Articulate strategy, rationale, and progress within the team and to external stakeholders.

• Assist teammates with their projects, document team training sessions and best practices, and contribute to enhancing the Customer Success function.

• Take part in recruiting, performance evaluations, performance management, promotions, and career planning in collaboration with your manager.

⛳️ Requirements

• 4–6+ years of experience in B2B SaaS Customer Success, Account Management, or a related domain, with exposure to Enterprise accounts.

• Proven experience managing a portfolio of Mid-Market and Enterprise accounts, with clear responsibility for retention and customer outcomes, assessed on time to value (TTV), utilization, and Gross Revenue Retention (GRR).

• Skilled in utilizing AI tools to enhance productivity, deepen customer insights, and improve the quality of customer engagement and strategic output.

• Demonstrated capability to oversee onboarding and adoption processes leading to early value realization, with a history of timely go-lives.

• Strong commercial insight, with a clear understanding of how value realization influences renewals, expansions, referrals, and sales-qualified leads (SQLs).

• Experience in creating and executing account and adoption strategies in collaboration with Account Management, including co-facilitating QBRs that illustrate measurable progress towards customers' business goals.

• Working knowledge of best practices in software implementation.

• Comfort in working with employee data and common file formats like CSV, Excel, and basic HRIS data.

• Ability to translate technical functionalities into business-relevant outcomes for a diverse range of stakeholders.

• Strong stakeholder management skills, with experience engaging senior and executive-level stakeholders.

• Cross-functional abilities to document best practices and aid in the enhancement of the Customer Success function.

🏝️ Benefits

• Fully remote-first work with flexible work arrangements.

• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, and extensive medical and dental benefits based on your country of location.

• New Hire Equipment Allowance and monthly Flex Allowance to support your success.

• Endless opportunities for career growth and internal mobility.

• Employee-driven DE&I programs.