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 objectives of the customer’s business.

• Assist customers in determining the order of their next steps while managing multiple contacts.

• Collaborate with internal teams on various tasks and projects.

• Analyze customer data trends and proactively pinpoint areas of focus.

• Generate Quarterly Business Reviews (QBRs) and prioritize data driven by customer insights.

• Recognize unusual data patterns and anticipate follow-up questions from customers.

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

• Conduct customer-facing webinars and provide internal training sessions.

• Facilitate phone calls and on-site meetings with stakeholders, including C-level executives.

• Promote product adoption, retention, expansion, and overall customer satisfaction.

• Establish enduring relationships with executives and influential stakeholders.

• Propel customer results through strategic calls and tailored executive-level business reviews.

• Showcase Salesloft's business impact and return on investment for customers.

• Serve as the primary coordinator of the customer experience.

• Assist in customer renewals by focusing on adoption, education, stakeholder management, and demonstrating ROI.

⛳️ Requirements

• Over 6 years of experience in a Customer Success position.

• More than 1 year of experience utilizing Salesforce CRM.

• Intermediate to expert understanding of Salesforce CRM components, including leads, activities, contacts, opportunities, and reporting.

• Salesforce Admin Certification is advantageous.

• Previous experience in a SaaS or technology firm, or a rapidly growing startup, is preferred.

• Exceptional listening skills with an ability to uncover customer goals.

• Clear, confident, and engaging communication skills in writing, speaking, and presentations.

• Strong emotional intelligence with the ability to adapt executive presence for various audiences.

• Proficient project management capabilities, encompassing prioritization, stakeholder expectation management, and timeline oversight.

• Resourceful in developing playbooks.

• Comfortable engaging in technical discussions, including APIs.

🏝️ Benefits

• Performance-based bonus.

• Comprehensive benefits package.

• Additional incentive compensation plans as applicable.

• Salesloft New Hire Orientation.

• Three-week Sales Bootcamp.

• Salesloft PM certification program.

• Opportunities for training, onboarding, and professional development.