Senior Customer Success Manager

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

📋 Description

• Take ownership of retention and renewal for a portfolio of Bankruptcy Risk accounts, including key strategic clients.

• Establish renewal strategies and spearhead commercial negotiations and contract modifications alongside Sales and Legal teams.

• Formulate account strategies that align with customer priorities, adoption rates, risks, and growth opportunities.

• Collaborate with internal partners to achieve outcomes that enhance customer relationships.

• Oversee customer health, identify potential risks, and implement mitigation and recovery initiatives.

• Work in partnership with Sales to pinpoint and cultivate growth opportunities within bankruptcy solutions.

• Foster trustworthy relationships with both daily users and senior decision-makers.

• Conduct senior-level customer engagements and strategic business reviews.

• Direct the onboarding and implementation process alongside Business Operations, Product, and Engineering teams.

• Relay customer feedback and emerging requirements to Product and Operations teams to enhance the customer experience.

• Provide customized customer education that aligns platform capabilities with bankruptcy workflows and business objectives.

• Manage the resolution of customer inquiries and service challenges while keeping customers updated.

• Inspire and lead the team, establishing priorities and ensuring accountability.

• Assess processes, workflows, and tools to drive improvements in efficiency and quality.

⛳️ Requirements

• Experience in enterprise account management and leading executive relationships with senior stakeholders at regulated financial institutions.

• Strong commercial insight, encompassing renewal strategies, identifying and nurturing growth opportunities with Sales, and collaborating with the broader commercial team on intricate renewals.

• Capability to master complex, workflow-driven products and customer-specific implementations, and to discuss them confidently with customer leaders.

• Proficiency in analytical and forecasting techniques, utilizing usage, renewal, and account health data to spot risks and opportunities.

• Exceptional executive communication and influence skills across a matrixed organization, with autonomous management of a portfolio.

• Minimum of 5 years in Customer Success, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role with enterprise clientele.

• Proven track record of managing strategic or enterprise portfolios with accountability for retention and renewals, in collaboration with Sales for growth.

• Background in leading executive-level customer interactions and navigating complex stakeholder environments.

• Experience in bankruptcy, collections, consumer lending, mortgage servicing, or financial services is highly preferred.

• Familiarity with B2B SaaS, technology, data, or information services is preferred.

• Proficiency with Salesforce, HubSpot, and customer success technologies is preferred.

• A bachelor's degree is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policies.

• Opportunities for professional development and career advancement.

• Flexible work environment and remote work options.