Senior Customer Success Manager

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

📋 Description

• Take ownership of the overall client relationship, acting as the primary point of contact for designated accounts.

• Foster executive relationships while identifying opportunities for account growth and renewals.

• Create structured communication schedules with customers, internal teams, and partners.

• Enhance revenue retention and growth by exploring expansion, upsell, and cross-sell opportunities in collaboration with Sales.

• Maintain a comprehensive understanding of customer contracts, including MSAs, SLAs, and SOWs.

• Lead service and strategic business reviews, showcasing delivered value, potential risks, and actionable recommendations.

• Utilize health, risk, and usage metrics to pinpoint issues and implement corrective actions.

• Coordinate cross-functional teams to resolve issues, enhance service quality, and achieve customer outcomes.

• Collaborate with Finance and Operations to ensure billing accuracy, inventory alignment, and invoice integrity.

• Act as an internal advocate for customers, driving service improvements.

• Ensure that service delivery meets or surpasses contractual obligations.

• Promptly address customer inquiries and resolve issues efficiently.

⛳️ Requirements

• At least 4+ years of relevant experience in Customer Success, Service Delivery, Account Management, and Solution Sales.

• Strong leadership qualities along with technical, operational, business, and financial expertise.

• A genuine passion for delivering quality customer service.

• Capability to work autonomously as well as collaboratively with both technical and non-technical teams.

• Exceptional written, verbal, and interpersonal communication skills, including those required for engaging with C-level executives.

• Proven track record in building and maintaining robust client relationships while managing complex accounts.

• Technical proficiency in cloud services, IT services, and related technologies.

• Demonstrated ability to solve problems effectively.

• Strong organizational skills with the ability to manage multiple priorities and accounts concurrently.

• Relevant certifications such as CCSM, ITIL, PMP, or other industry-related credentials are preferred.

🏝️ Benefits

• Medical, Dental, and Flexible Spending Account (FSA).

• 401(k) plan.

• Flexible Paid Time Off.