Senior Customer Success Manager – AIP

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

📋 Description

• Become an authority on the product, encompassing both technical details and practical business applications.

• Oversee new customers post-implementation to guarantee effective onboarding and adoption of our platform.

• Create strategic success plans tailored for your customer segment, detailing essential success factors, success metrics, timelines, and potential challenges while offering guidance to both internal and external teams.

• Conduct quarterly business reviews, engage in product roadmap discussions, and undertake on-site visits to promote customer retention and ensure successful service renewals.

• Keep customers updated on any changes in processes and procedures.

• Handle the resolution of escalated customer concerns.

• Foster a strong working relationship with Product Management and Engineering to address issues and convey customer requirements for future product improvements.

⛳️ Requirements

• Proven success in managing customer relationships within a B2B SaaS environment.

• Established ability to identify and mitigate risks effectively.

• 8-10 years of experience in customer-facing account management roles or equivalent, demonstrating a history of service excellence and best practices, or SaaS support experience.

• Experience collaborating with multiple internal teams to resolve customer issues promptly and efficiently.

• Bilingual proficiency in both English and Spanish (written and verbal) is mandatory.

• A collaborative team player capable of delivering high performance and adaptability in a fast-paced environment.

• Willingness to travel – 10%.

🏝️ Benefits

• Become part of a vibrant, expanding organization that enjoys a strong reputation in its sector.

• Competitive salary package.

• Health plan choices that include medical, dental, and vision coverage.

• 401k plan with company matching.

• Flexible PTO policy along with company-paid holidays.

• Additional benefits such as life insurance, pet insurance, and access to discounts and perks programs.

• Generous one-time “work from home” stipend to facilitate your setup.

• Engage in team activities, including monthly lunches for all, volunteer events, and quarterly gatherings.

• Hybrid employees can enjoy snacks, beverages, and coffee at our Columbus, Ohio, office.