Senior Customer Success Manager, Strategic

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

📋 Description

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

• Create and sustain Success Plans that align with customer objectives, business results, and value milestones.

• Propel product adoption and value realization through proactive engagement and consistent business reviews.

• Keep track of customer health, pinpoint risks and opportunities, and coordinate internal resources to guarantee successful results.

• Collaborate with Sales, Renewals, Support, Product, and Professional Services teams to ensure a seamless 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 comparable customer-facing role.

• Proven experience managing enterprise customers in software, SaaS, cybersecurity, data management, or similar technology environments.

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

• Exceptional communication and presentation skills, with the ability to convert technical features into business value.

• Experience in crafting customer success plans and driving adoption, retention, and customer satisfaction.

• Strong organizational and project management abilities, adept at managing multiple priorities.

• Experience handling customer escalations and coordinating cross-functional teams effectively.

• Proficient in English.

• Experience in supporting digital transformation or migration projects, including transitions from on-premises to SaaS solutions.

• Background in Customer Success within a B2B software organization.

• Familiarity with customer success platforms like Gainsight or Totango and CRM tools such as Salesforce.

• Experience utilizing AI tools to enhance productivity and customer engagement.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Access to cutting-edge technology and tools.