Senior Customer Success Manager

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

📋 Description

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

• Establish renewal strategies and spearhead commercial negotiations and contract modifications in collaboration with Sales and Legal teams.

• Create account strategies that align with customer priorities, adoption patterns, risks, and opportunities.

• Oversee customer health, pinpoint risks, and implement mitigation and recovery strategies.

• Collaborate with Sales to discover and cultivate growth opportunities within bankruptcy solutions.

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

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

• Manage onboarding and implementation processes alongside Business Operations, Product, and Engineering teams.

• Relay customer feedback and emerging needs to Product and Operations departments.

• Assist clients in effectively utilizing solutions through customized educational approaches.

• Facilitate the resolution of customer inquiries and service-related issues.

• Inspire and lead the team, establish priorities, and hold team members accountable.

• Enhance processes, workflows, and tools to boost efficiency and quality.

⛳️ Requirements

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

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

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

• Analytical and forecasting skills, utilizing usage, renewal, and account health data to uncover risks and opportunities.

• Proficient in executive communication and influence across a matrixed organization, with independent ownership of a portfolio.

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

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

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

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

• Experience in B2B SaaS, technology, data, or information services is preferred.

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

• A Bachelor's degree is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and advancement.

• Flexible work arrangements and a supportive team environment.