Senior Customer Success Manager

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

📋 Description

• Oversee and enhance relationships with a portfolio of significant and intricate accounts by serving as a strategic business advisor to the customers.

• Identify key objectives and propose action plans that foster joint accountability and long-term success throughout the entire customer journey.

• Forge lasting connections with executive sponsors, points of contact, and other essential stakeholders to drive outcomes that promote mutual success.

• Create complex renewal strategies and negotiations aimed at achieving reciprocal benefits for both the customer and ChurnZero.

• Establish a robust pipeline of expansion opportunities through value discussions within customers' CX teams and other business units.

• Implement a data-driven approach to enhance product adoption via various enablement strategies, technical product knowledge, and thought leadership.

• Ensure customer satisfaction by proactively resolving any issues or concerns that arise.

• Collaborate with the sales team and other departments to stimulate revenue growth.

• Provide accurate and consistent forecasts of individual commercial performance along with regular reports on account performance and customer feedback.

• Strategically utilize tools and processes to anticipate and mitigate churn risk or other challenges that could impact customer success.

• Actively engage in the ChurnZero customer community and attend or host local ChurnZero events.

⛳️ Requirements

• A minimum of 7 years of demonstrated experience in customer success or account management.

• Familiarity with CSPs (with a strong preference for ChurnZero) and CRMs (such as Salesforce, HubSpot, etc.).

• Capability to utilize time effectively and efficiently with the available tools and resources.

• Excellent communication and negotiation abilities.

• Strategic thinking skills with a talent for identifying revenue growth opportunities.

• Energetic and self-driven; a team player who is also a proactive and innovative problem solver.

• Ability to work autonomously while managing a substantial portfolio of large accounts.

• Bachelor’s degree or equivalent experience in a relevant field.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision.

• Opportunities for professional development and career advancement.

• Flexible work environment with options for remote work.

• A supportive company culture that values diversity and inclusion.