Senior Customer Success Manager

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

📋 Description

• Take ownership of and manage a portfolio of customer accounts, building strong business relationships with external stakeholders across all levels.

• Serve as a trusted advisor during the entire customer journey, from the onboarding phase to renewal, assisting customers in achieving their business objectives.

• Lead the onboarding process for new clients, which includes conducting live product training sessions and ensuring a smooth transition from sales to customer success.

• Monitor and report on key performance metrics such as customer satisfaction, NPS, retention rates, and overall growth.

• Identify opportunities for expansion and oversee upsell initiatives.

• Keep track of account health, proactively identify risks, and take measures to reduce churn.

• Advocate for the customer within Amplemarket and work collaboratively with product, engineering, sales, and marketing teams to promote product enhancements.

• Contribute to the definition and improvement of customer success workflows and best practices.

• Cultivate strong, long-lasting relationships with customers and proactively tackle challenges to enhance satisfaction, success, growth, and retention.

⛳️ Requirements

• Minimum of 3 years of experience in customer success, account management, or a similar customer-facing position, ideally within a SaaS environment.

• A customer-centric mindset with a passion for delivering exceptional customer experiences and achieving positive outcomes.

• Outstanding relationship-building capabilities with stakeholders ranging from end-users to executive sponsors.

• Demonstrated success in managing complex customer relationships, achieving renewals, driving expansions, and fostering customer advocacy.

• Strong organizational abilities to efficiently manage and report on multiple accounts in a dynamic environment.

• Excellent written and verbal communication skills.

• Analytical skills for predicting potential ARR changes and creating data-driven QBRs.

• Solid experience in project management.

• Commercial insight to identify, cultivate, and secure growth opportunities.

• Capacity to excel in a remote-first setting while collaborating with various internal teams.

• Nice to have: prior sales experience.

• Nice to have: previous marketing (Growth/Performance) experience.

• Nice to have: experience in a high-growth startup environment.

• Nice to have: familiarity with remote-first work practices.

• Nice to have: knowledge of the outbound sales industry, including trends and market solutions.

🏝️ Benefits

• Pleasant work environment.

• Competitive salary.

• Health insurance coverage.

• Stock options.

• Annual company trip to a secret location.

• And more!