Senior Customer Success Manager, Strategic

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

📋 Description

• Establish and nurture trustworthy relationships with essential customer stakeholders, acting as their main point of contact for success and adoption initiatives.

• Create and uphold Success Plans that are aligned with customer objectives, business results, and value milestones.

• Promote product adoption and value realization through proactive engagement and regular business reviews.

• Assess customer health, pinpoint risks and opportunities, and coordinate internal resources to secure successful outcomes.

• Collaborate with Sales, Renewals, Support, Product, and Professional Services teams to provide a unified customer experience.

• Assist in retention and renewal efforts while identifying opportunities for cross-selling and upselling discussions.

• Champion customer needs and relay feedback to internal teams to enhance customer experience and business results.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Technical Account Management, Sales Engineering, or a related customer-facing role.

• Proficiency in managing enterprise customers within software, SaaS, cybersecurity, data management, or similar technology sectors.

• Capability to build relationships with both business and technical stakeholders, including those at the executive level.

• Excellent communication and presentation skills, with a talent for translating technical capabilities into business value.

• Experience in developing customer success plans and fostering adoption, retention, and customer satisfaction.

• Strong organizational and project management abilities, with the capacity to juggle multiple priorities.

• Experience in managing customer escalations and coordinating cross-functional teams.

• Proficient in English and German.

• Nice to have: experience in supporting digital transformation or migration initiatives, including transitions from on-premises to SaaS solutions.

• Nice to have: Customer Success experience within a B2B software company.

• Nice to have: familiarity with Gainsight, Totango, and Salesforce.

• Nice to have: experience utilizing AI tools to enhance productivity and customer engagement.

🏝️ Benefits

• Eligibility for commission plans.

• Benefits provided based on country-specific guidelines.

• Commitment to equal employment opportunities and a workplace devoid of discrimination and harassment.