Senior Customer Success Manager

This is a fully remote position, open to applicants in Colorado, +12 more states.

📋 Description

• Collaborate with designated customer accounts to ensure they derive maximum value from Exostar solutions, facilitating renewal and growth opportunities.

• Cultivate and sustain a profound understanding of customers’ operational workflows to direct the utilization of Exostar products and uncover potential expansion avenues.

• Oversee, prioritize, and expedite the resolution of outstanding customer issues by liaising with internal Exostar teams, providing proactive updates throughout the process.

• Conduct regular operational reviews with customers, addressing support tickets, case metrics, and ongoing performance evaluations.

• Work alongside service delivery teams to guarantee the successful implementation of service engagements and extended support contracts for assigned accounts.

• Guide and mentor junior members of the Customer Success team as required.

• Assist in the development and execution of systems and tools that deliver performance metrics and insights into the effectiveness of Customer Success initiatives.

⛳️ Requirements

• Over 8 years of experience in Customer Success or a similar customer-facing position.

• Strong knowledge of supply chain processes, including sourcing, procurement, inventory management, supplier collaboration, and order fulfillment.

• Experience in supporting customers within the supply chain, aerospace and defense, or other highly regulated sectors.

• Proven track record in managing and closing renewal portfolios exceeding $3M annually.

• Demonstrated ability to generate and close expansion opportunities worth over $250K.

• Strong problem-solving skills with a dedication to resolving issues effectively.

• A passion for assisting customers in achieving their success.

• Strong executive presence and the ability to engage with customers at all organizational levels.

• Capacity to influence through persuasive communication, negotiation, and consensus-building.

🏝️ Benefits

• Opportunities for employee development through internal promotions.

• Training and educational support.

• A vibrant workplace culture with social and community-building activities.

• Comprehensive benefits package and flexible time-off options.