Senior Customer Success Manager

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

📋 Description

• Take ownership of retention and churn metrics, encompassing gross revenue retention and logo churn, for a specified enterprise and mid-market account portfolio.

• Utilize usage data, health scores, risk indicators, and retention strategies to proactively identify and mitigate churn risks.

• Articulate Prerender's rendering, crawling, indexing, SEO, AI-search visibility, traffic, and revenue impact as valuable customer business outcomes.

• Establish and maintain trusted relationships with customers through regular check-ins and business reviews.

• Collect and relay customer feedback, reasons for churn, and feature gaps to the Product, Support, and Marketing teams.

• Collaborate with Account Managers, Support, and Engineering to create a cohesive customer experience.

• Analyze account health dashboards and prioritize customers that require attention.

• Engage with customers whose usage has diminished.

• Assist customer developers with setup or caching inquiries and escalate issues to Engineering with comprehensive context.

• Prepare Account Managers with account health updates and value delivered prior to renewals.

• Communicate customer feedback and trends to the Product team.

• Enhance retention strategies based on customer insights.

• Advise customers on machine and AI visibility as Prerender expands beyond solely SEO and rendering.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or a related customer-facing position.

• Preferably experience within a B2B SaaS company in marketing, advertising, SEO, or martech.

• Proven track record of managing retention or churn targets for a portfolio of accounts.

• Experience in reducing churn and maintaining customer engagement.

• Proficient in working with usage data, health scores, and CRM tools such as HubSpot.

• Comfortable utilizing AI assistants linked to tools and data for decision-making and automating routine tasks.

• Ability to convert technical information into clear business value for both technical and non-technical stakeholders.

• Strong written and verbal communication skills.

• Fluent in English.

• Organized, proactive mindset with effective follow-through.

• Skills in customer advisory, relationship-building, listening, initiating conversations, and leading calls.

• Technical product knowledge is a plus; familiarity with SEO, JavaScript websites, web crawlers, caching, or web performance is advantageous but not mandatory.

• A curious mindset and eagerness to learn.

🏝️ Benefits

• Complete remote work flexibility from any location, at any time.

• Flexible autonomy within a high-trust team environment.

• Minimal bureaucracy and a highly efficient working atmosphere.

• Small, welcoming team.

• Access to saas.group's entrepreneurial SaaS professional network.

• Provision of the latest AI tools.

• Support for AI skills development and learning resources through saas.group.

• Flexible time off policy.