Senior Customer Success Manager

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

📋 Description

• Drive the adoption of products, enhance customer growth, provide value, ensure retention, and foster partnerships with Enterprise clients.

• Create and implement comprehensive strategies for customer success.

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

• Build and sustain relationships with key customers and stakeholders.

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

• Mentor Customer Success Managers (CSMs) and assist in their professional growth.

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

• Cultivate customer trust through regular interactions and Quarterly Business Reviews.

• Provide thought leadership for the customer success team and planning for strategic account expansion.

• Gain a deep understanding of Fenix24 services and align them with customer programs.

• Assist in crafting customer communication plans tailored to various client needs and sectors.

• Collaborate with Engineering, Product, Sales, Support, and Executives to achieve customer objectives, represent the customer’s voice, and handle escalations.

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

• Manage contracts within a service delivery context.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success management roles.

• Proven track record of collaborating across company divisions to boost customer adoption and success.

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

• Excellent written and verbal communication skills.

• Strong capabilities in relationship-building and leadership.

• Cross-functional management experience across various internal and external departments.

• Advanced analytical abilities.

• Proficient in converting raw reports into customer-facing documents using business intelligence software and/or MS Office tools.

• Previous experience with technology partners in the MSP sector.

• Experience managing contracts in a service delivery environment.

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

• Familiarity with service-level agreements and contract management.

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

• Experience in 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.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• Dynamic and inclusive work environment.