Senior Customer Success Manager

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

📋 Description

• Leading process improvements and driving product adoption through effective change management, cultivating executive-level relationships, overseeing project management, and facilitating training enablement.

• Tracking customer health throughout the customer journey and implementing data-driven strategies to promote favorable behaviors.

• Conducting Quarterly Business Reviews at the executive level to showcase both qualitative and quantitative value.

• Advocating for customer retention and collaborating with Account Managers to identify upsell opportunities.

• Representing customer interests and guiding them in the adoption of new features as we continuously enhance our product offerings.

• Demonstrating confidence in navigating an ambiguous environment — we are a rapidly evolving startup!

• Working collaboratively both internally and externally to address customer pain points.

• Making significant contributions to support the growth and scalability of our Customer Success organization.

⛳️ Requirements

• 5-7 years of experience managing clients in a Customer Success Management (CSM) role for a SaaS solution, with demonstrable proof of delivering value.

• A proven history of managing enterprise-level or strategic customer accounts effectively.

• Ability to articulate how you identify your customers' business needs and align the usage of your SaaS product to fulfill those needs.

• Strong grasp of SaaS business models, customer success practices, and customer lifecycle management.

• Capacity to establish trusted relationships across all levels within an organization.

• Exceptional communication, presentation, and interpersonal skills.

• A proactive problem-solver with robust organizational and project management capabilities.

• A data-driven, process-oriented professional who can highlight ways you've enhanced products, processes, and people in your previous experiences.

• Ability to excel in a fast-paced, dynamic setting.

🏝️ Benefits

• Competitive compensation, including equity.

• Comprehensive medical, dental, and vision insurance options.

• Flexible Paid Time Off.

• Additional Time to Recharge.

• 401(k) plan.

• Quarterly Lifestyle Spending Account.

• Monthly Mobile + Internet Stipend.

• Pre-tax Commuter Benefits.

• Autonomy and Agency.