Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of up to 50 mid-market government agency accounts within the specified region.

• Develop and oversee customer segmentation and coverage models for high-, medium-, and low-touch interactions.

• Take responsibility for gross dollar retention in the segment by forecasting renewals, identifying risks early, and implementing retention strategies.

• Monitor customer health in Gainsight utilizing health scores, playbooks, and CTAs.

• Establish trusted-advisor relationships with CIOs, department directors, and business executives.

• Conduct business reviews and formulate account plans that are linked to measurable outcomes for agencies.

• Create scalable review processes for medium- and low-touch accounts.

• Promote adoption and enablement through training, onboarding assistance, adoption initiatives, and regional user groups.

• Leverage AI to enhance customer coverage and monitor customer AI adoption as an indicator of health.

• Collaborate with the Enterprise CSM on shared agencies, aligning strategies, and transitioning to the enterprise segment.

• Work in partnership with Sales, Services, Support, and Product teams to provide a consistent customer experience and convert Customer Success Qualified Leads into the pipeline.

• Handle account escalations comprehensively and advocate for customer needs through the Voice of the Customer initiative.

• Travel approximately 20% for on-site engagements, business reviews, and regional events.

⛳️ Requirements

• A minimum of 4 years of experience in SaaS Customer Success, Account Management, or a related field, with a focus on managing a sizable or segmented book of business.

• Proven ability to manage 25 or more accounts simultaneously using a touch-based segmentation model.

• At least 2 years of experience utilizing Gainsight for health scoring, playbooks, and reporting purposes.

• Demonstrated accountability for retention outcomes, including forecasting renewals, identifying risks, and implementing save plans.

• Strong analytical skills, including the ability to create dashboards and reports that effectively communicate the health of the portfolio.

• Exceptional communication and presentation abilities, including leading business reviews with CIOs and department heads.

• Experience in developing customer enablement resources such as training, onboarding, or adoption campaigns.

• Comfortable utilizing AI tools to scale efforts across a large portfolio.

• Willingness to travel approximately 20% of the time.

🏝️ Benefits

• Opportunity for an annual bonus target, which is discretionary based on individual and company performance.

• Flexible time off policy.

• Comprehensive medical, dental, and vision insurance plans.

• Family planning benefits available.

• 401(k) retirement savings plan with company matching contributions.

• Health savings account with contributions from the company.

• Flexible spending account options.

• Coverage for life, accidents, and disabilities.

• Business travel insurance provided.

• Access to employee assistance programs.

• Additional well-being benefits offered.