Senior Customer Success Manager

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

📋 Description

• Oversee a portfolio of strategic accounts that have intricate program and technical needs.

• Offer thought leadership and advice to enhance customer investment in CSG.

• Grasp customers’ anticipated outcomes and foster relationships with key stakeholders.

• Develop and implement strategic account plans that promote customer success, retention, and growth.

• Track customer health metrics and suggest actions to boost the utilization and adoption of CSG’s Customer Experience product suite.

• Serve as an escalation point for reported or identified issues and operational services affecting events.

• Collaborate with finance, product management, and technical teams for the implementation and ongoing support of CSG’s CX solution portfolio.

• Act as the main services point of contact for strategic customers.

• Create customized customer success plans to foster adoption, usage, and value realization.

⛳️ Requirements

• Bachelor’s degree or equivalent education/experience.

• Experience in supporting enterprise SaaS customers within Healthcare, Financial Services, Retail, and/or Cable & Telco.

• Capability to analyze workflows, assess systems, and develop plans.

• Demonstrated history of building and sustaining high customer satisfaction.

• Proven success in achieving revenue growth targets.

• Willingness to travel up to 25% to customer sites or as required by the portfolio.

• Proficient in English in a professional setting.

🏝️ Benefits

• Work from Home

• Employee Belonging Groups

• Healthcare: Dental, Medical, and Vision

• Paid Vacation, Volunteer, and Holiday Time Off

• Bonus opportunity