Senior Customer Success Manager

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

📋 Description

• Build and nurture relationships with some of the largest clients.

• Act as a reliable advisor and collaborator throughout onboarding, implementation, renewal, and growth phases.

• Coordinate efforts across various organizational stakeholders and manage cross-functional teams.

• Gain a comprehensive understanding of customer needs and objectives, establishing mutual definitions of success across platforms.

• Assist customers in achieving their business objectives and maximizing the value received through effective problem-solving.

• Conduct Quarterly Business Reviews (QBRs) or Monthly Business Reviews (MBRs) that highlight key business goals and enhance the customer experience.

• Lead customer training sessions on support applications and portals.

• Contribute processes, insights, and best practices to the Customer Success team.

• Foster relationships with both internal and external customers.

• Identify significant growth opportunities within existing customer accounts.

• Manage company data and information in accordance with data handling agreements, procedures, and policies.

• Adhere to company policies, data privacy practices, complete annual compliance training certification, and acknowledge policies.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Minimum of 5 years of experience in customer success or account management.

• Proven track record of managing large accounts with contract Monthly Recurring Revenue (MRR) exceeding five figures.

• Advanced proficiency in Salesforce CRM and other tools for managing customer portfolios and lifecycles.

• Experience in overseeing customer success for larger and more intricate requirements.

• Exceptional communication and interpersonal skills.

• Capability to handle multiple projects, activities, and tasks concurrently.

• Ability to support business growth and profitability by optimizing value.

• Must be legally authorized to work in India without the need for visa sponsorship.

• Ability to satisfactorily perform each essential function; reasonable accommodations may be provided for qualified individuals with disabilities.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.