Senior Customer Success Manager

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

📋 Description

• Become an expert on the product, encompassing both its technical functionalities and practical business applications.

• Oversee new customers following the implementation phase to guarantee successful onboarding and platform adoption.

• Create strategic success plans tailored for your customer segment, which detail essential success factors, success metrics, timelines, and potential challenges, while offering recommendations to both internal and external teams.

• Conduct quarterly business reviews, engage in product roadmap discussions, and perform on-site visits to enhance customer retention and ensure the successful renewal of services.

• Keep customers updated regarding process and procedural changes.

• Handle the resolution of escalated customer issues.

• Foster a positive working relationship with Product Management and Engineering teams to address issues and communicate customer requirements for future product enhancements.

• Travel expectations are set at 10%.

• This role is available to candidates across the United States.

⛳️ Requirements

• Proven success in managing customer relationships within a B2B SaaS environment.

• Ability to identify and mitigate risks effectively.

• A minimum of 3 years in a customer-facing account management role or equivalent experience, demonstrating a track record of service excellence and best practices or SaaS support experience.

• Experience collaborating with multiple internal teams to swiftly and effectively resolve customer issues.

• Exceptional communication skills, including writing, listening, and phone etiquette.

• A collaborative team player capable of performing well and adapting in a dynamic work environment.

🏝️ Benefits

• Join a vibrant, expanding company that is highly regarded within its industry.

• Competitive salary.

• Health plan options that include medical, dental, and vision coverage.

• 401k plan with company match.

• Flexible PTO policy along with company-paid holidays.

• Additional benefits including life insurance, pet insurance, and access to discounts and perks programs.

• A generous one-time “work from home” stipend to help you get started.

• Team-building events, including monthly lunches for all employees, volunteer outings, and quarterly gatherings.

• Hybrid employees can enjoy snacks, beverages, and coffee at our Columbus, Ohio office.