Senior Customer Success Manager

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

📋 Description

• Serve as the trusted advisor for designated clients on use cases and product features.

• Convey and demonstrate return on investment (ROI) throughout the customer journey.

• Track account engagement to uncover usage patterns, potential risks, and the necessity for additional products and support.

• Offer clients insights to enhance the value derived from the platform.

• Promote adoption by increasing client awareness and utilizing new product features and functionalities.

• Keep detailed records of client interactions, challenges, and solutions through both internal and external communications.

• Cultivate strong client relationships and act as the primary point of contact.

• Comprehend client needs to achieve business goals and ensure client satisfaction.

⛳️ Requirements

• Over 8 years of experience in consultative selling or customer success.

• Background in consulting or pre-sales; experience in both areas is preferred.

• Eagerness to engage with Business Decision Makers and IT Decision Makers.

• Passion for understanding business and technology solutions.

• Outstanding organizational and planning capabilities.

• Strong verbal and written communication skills, including face-to-face and video interactions.

• Ability to articulate business and technical value to all management levels.

• Proficient presentation skills.

• Proven track record of maintaining and expanding multiple enterprise client relationships.

• Strong interpersonal skills and the ability to collaborate effectively in a team-oriented environment.

• Capability to identify early warning signs to prevent churn risk and implement rescue/success strategies.

• Familiarity with Gainsight and Salesforce is advantageous.

• Background check and drug screening are mandatory if selected.

• Willingness to travel 20–30% of the time.

🏝️ Benefits

• Health insurance coverage for employees and their families.

• Comprehensive wellness programs with incentives.

• Fertility treatment coverage.

• Assistance for adoption and surrogacy.

• Up to 15 vacation days.

• Paid holidays.

• Sick leave.

• Volunteer leave.

• Parental leave.

• 401K matching.

• Opportunities for education and training through company programs.

• Tuition assistance.

• Support for student debt.

• Competitive compensation.

• Eligibility for bonuses.