Senior Customer Success Advocate

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Oversee post-sales initiatives for a group of key mid-market clients

• Foster robust customer relationships through in-depth product knowledge, strategic planning, and effective execution

• Manage account renewals, overall health, and platform upkeep

• Convert technical challenges into solutions that meet customers' value expectations

• Deliver presentations to audiences across all organizational levels

• Maintain long-term relationships by delivering value and serving as a trusted advisor

• Prepare and deliver compelling Executive Business Reviews (XBRs)

• Analyze data to uncover insights and inform operational strategies

• Identify risks, key performance indicators (KPIs), and areas for improvement

• Work collaboratively with internal teams to create clear action plans

• Establish and monitor customer adoption while ensuring training requirements are fulfilled

• Develop best practices to streamline processes, minimize manual tasks, and enhance ROI and LTV

• Recognize and address account risks to prevent churn

• Create, plan, and implement Customer Success Plans

• Serve as the voice of the customer by advising and collaborating internally

• Promote teamwork with Product, Engineering, Sales, Professional Services, and other departments

⛳️ Requirements

• At least 4 years of experience as a Customer Success Manager or in a similar role

• Familiarity with SaaS/Cloud solutions and technology is essential

• Possess an analytical and inquisitive mindset with a data-driven approach to problem-solving

• Proven ability to communicate, present, and influence effectively at all organizational levels

• Strong empathy for clients and a deep understanding of their business use cases and value drivers

• Enthusiasm for addressing complex business challenges and conveying customer needs to internal teams

• Excellent communication skills and proficiency in customer webinar interactions

• Superior written and verbal communication skills in English

• Capable of managing multiple tasks and providing exceptional follow-up in a dynamic, multi-account setting

• Demonstrated initiative, global collaboration, and proactive behavior

• Quick learner, skilled at comprehending and articulating new technologies in the digital sphere

🏝️ Benefits

• 18 days of paid time off (PTO)

• 11 paid holidays

• Paid charity days

• Birthday off

• Comprehensive medical, dental, and vision insurance plans fully covered by the employer

• 401K program

• 6–12 weeks of paid parental leave

• Opportunities for continuing education and reimbursements for professional development

• Quarterly company culture events

• Fully remote work environment