Senior Customer Success Manager

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

📋 Description

• Ensure customer success by facilitating comprehensive value realization of the Segment platform.

• Formulate and implement strategic roadmaps that enhance product adoption, customer satisfaction, and advocacy.

• Oversee customer relationships, serving as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.

• Foster strong relationships with both technical and business teams to enhance engagement.

• Identify and pursue opportunities to strengthen customer engagement and drive account growth.

• Collaborate with internal teams to optimize implementations and address complex technical challenges.

• Develop and maintain new stakeholder relationships to unlock expansion opportunities.

• Collaborate with Sales on account renewals and strategies for expansion.

• Analyze your portfolio to prioritize significant risks and opportunities.

• Proactively identify risks, prioritize opportunities, and create mitigation plans for high-impact accounts.

• Become an expert in the Segment platform while staying informed about industry trends in data and analytics.

• Ensure the execution of customer maturity and technical discussions by coordinating solutions internally across engineering, marketing, product, and support teams.

⛳️ Requirements

• Over 5 years of experience managing enterprise-level customers.

• More than 7 years in customer-facing roles such as CSM, account management, or consulting.

• Demonstrated experience working with or supporting Fortune 500 companies or similarly large organizations.

• Expertise in strategic planning, providing data-driven insights and best practices to enhance client success.

• Proven track record of establishing and maintaining relationships with executive-level stakeholders, as well as business and technical contacts to drive accountability within customer organizations.

• Intellectually curious; asks critical questions and challenges ideas to develop better solutions.

• Develops and implements strategies to maximize revenue growth, retention, and product adoption for the assigned portfolio, utilizing insights into client needs, market trends, and financial metrics.

• Exceptional communication and presentation skills.

• Capability to simplify technical concepts into easily digestible insights for non-technical audiences.

• Strong collaboration and influence skills to align internal teams and external stakeholders.

• Thrives in dynamic environments and is skilled at creating structure and processes for high-impact customers.

• Focused on customer satisfaction and retention, with a history of anticipating needs and delivering customized solutions.

• Passionate about utilizing data and technology to drive business outcomes.

• Bonus: experience in the fields of CDPs, ETL, ad-tech, or martech.

🏝️ Benefits

• Competitive pay.

• Generous time off.

• Ample parental and wellness leave.

• Healthcare.

• A retirement savings program.

• And much more.