Senior Customer Success Manager

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

📋 Description

• Develop tailored Mutual Success Plans that align with the business goals of customers.

• Assist customers in determining priorities for next steps while managing multiple points of contact.

• Collaborate with internal teams on larger team initiatives and projects.

• Analyze customer data trends to proactively highlight key focus areas.

• Produce impactful Quarterly Business Reviews (QBRs) and prioritize information based on customer insights.

• Recognize unusual data patterns and foresee potential follow-up inquiries from customers.

• Offer strategic advice on best practices for sales and sales engagement.

• Facilitate customer-focused webinars and conduct internal training sessions.

• Lead phone discussions and in-person meetings with stakeholders, including those at the C-suite level.

• Establish trusted relationships with executives and influencers.

• Encourage customer adoption through strategic calls and tailored executive-level business reviews.

• Showcase the business impact and return on investment (ROI) of Salesloft.

• Serve as the primary coordinator of the customer experience.

• Engage, retain, and grow a portfolio of business while enhancing customer understanding of Salesloft offerings.

• Collaborate strategically with sales, customer success, and leadership teams.

• Assist in customer renewals, satisfaction, adoption, and change management efforts.

• Train, onboard, and inspire new team members.

⛳️ Requirements

• At least 6 years of experience in a Customer Success position.

• A minimum of 1 year of experience using Salesforce CRM.

• Intermediate to expert-level knowledge of Salesforce CRM features, including leads, activities, contacts, opportunities, and reporting.

• Previous experience in a SaaS/technology company or a fast-growing startup is preferred.

• Exceptional listening skills with the ability to uncover the true objectives of customers.

• High level of empathy towards colleagues and customers.

• Strong written, verbal, and presentation communication skills that are clear and persuasive.

• High emotional intelligence and perception, with the ability to adjust executive presence for diverse audiences.

• Expertise in project management and prioritization.

• Capacity to manage stakeholder expectations while achieving objectives and deadlines.

• Resourceful and creative, capable of developing playbooks in the absence of existing ones.

• Confidence in engaging in technical discussions, including those involving APIs.

🏝️ Benefits

• Competitive, fair, and equitable wages and salaries.

• Performance bonus opportunities.

• Benefits and/or other applicable incentive compensation plans.

• New Hire Orientation program.

• 3-week Sales Bootcamp.

• Salesloft PM certification program.

• Opportunity for Salesloft admin certification.

• Demo certification opportunity.