Senior Customer Success Manager

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

📋 Description

• Create and implement detailed customer success strategies aimed at fostering business growth and customer retention.

• Evaluate industry trends and customer insights to guide strategic decision-making processes.

• Build and sustain relationships with key customers and Enterprise stakeholders.

• Comprehend customer business challenges, value propositions, and desired outcomes; propose solutions based on Fenix24 best practices.

• Guide Customer Success Managers (CSMs) and assist in their professional development.

• Identify opportunities for growth and support the Sales team with upselling initiatives.

• Cultivate deep customer trust through consistent communication and Quarterly Business Reviews.

• Provide strategic thought leadership for the Customer Success team and aid in account expansion planning.

• Forge connections with customers across various organizational tiers.

• Gain in-depth knowledge of Fenix24 services and align them with customer initiatives to drive favorable business results.

• Support Customer Success leadership in crafting communication plans tailored to diverse client needs and sectors.

• Collaborate with Engineering, Product, Sales, Support, and Executive teams to fulfill customer objectives, amplify the customer voice, and manage visibility or escalations.

• Present client reports to C-suite executives, translating technical metrics into business value narratives.

• Undertake additional responsibilities as required.

⛳️ Requirements

• Over 5 years of experience in Customer Success management positions.

• Proven success in collaborating across various company divisions to enhance customer adoption and satisfaction.

• Familiarity with client budget cycles and their impact on annual recurring revenue models.

• Exceptional written and verbal communication skills along with strong relationship-building abilities.

• Demonstrated leadership skills.

• Proficient in managing cross-functional teams across multiple internal and external departments.

• Advanced analytical capabilities.

• Ability to convert raw data reports into customer-facing documents utilizing business intelligence software and/or MS Office applications.

• Prior experience collaborating with technology partners in the MSP sector.

• Competence in managing contracts in a service delivery setting.

• Knowledge of information technology and best practices in managed services.

• Experience with service level agreement and contract management.

• Background in service delivery within a managed services practice organization.

• Experience with server, network, storage, and/or security support.

• Practical application of Information Security principles.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policy.

• Opportunities for professional growth and development.

• Flexible work environment.