Senior Customer Success Manager

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

📋 Description

• Manage the ongoing relationship for a portfolio of customers, serving as their primary point of contact, trusted advisor, and internal advocate.

• Function as a hands-on Inriver Super User and product expert, guiding customers through platform features and day-to-day tasks.

• Oversee the customer relationship post Go-Live and promote platform adoption.

• Convert customer objectives into Success Plans with measurable milestones and conduct regular Business Reviews to assess progress.

• Identify potential account risks and implement strategies to prevent churn.

• Spot opportunities for expansion and collaborate with Account Management on renewal and growth discussions.

• Represent the voice of the customer by communicating adoption challenges and product feedback to the Product and Support teams.

• Keep abreast of industry trends and share relevant insights through best-practice sessions and walkthroughs.

• Track escalations and technical issues impacting accounts, and escalate them to the appropriate teams.

⛳️ Requirements

• 5–8+ years of experience in Customer Success, Solution Consulting, application/product support, or a customer-facing SaaS role where in-depth product knowledge was essential.

• Willingness and proven capability to become a Super User or Administrator-level expert in Inriver, or possess demonstrable expertise as a power user/admin in a similar PIM, DAM, MDM, PXM, or enterprise SaaS platform.

• A genuine curiosity to thoroughly understand the product and engage hands-on with customers on the platform.

• Proven experience in driving product adoption and measuring success through usage metrics, KPIs, and value realization.

• Strong understanding of product information management concepts, including data models, taxonomy, enrichment, syndication, and workflows, or the ability to quickly master these concepts.

• Excellent written and spoken English skills, capable of presenting, teaching, and influencing at all levels within a customer organization.

• Ability to manage multiple accounts, maintain attention to detail, follow up consistently, and take initiative in a fast-paced environment.

• Bachelor’s degree or equivalent practical experience.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a supportive work environment.