Senior Customer Success Manager – Strategic

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

📋 Description

• Act as a strategic consultant for customers with high value and complexity.

• Establish success metrics and design strategic adoption plans.

• Ensure quantifiable customer growth throughout their journey.

• Oversee a significant portfolio of clients and foster long-term retention and value realization.

• Create value frameworks that connect product adoption to measurable results.

• Engage in proactive outreach utilizing customer health analytics.

• Provide sophisticated, customer-tailored recommendations.

• Achieve or surpass quarterly Annual Recurring Revenue (ARR) retention and expansion targets.

• Identify gaps and future product opportunities.

• Manage complex and high-stakes renewals, including aligning stakeholders, addressing objections, and developing narratives.

• Independently resolve customer issues and offer leadership context along with suggested solutions.

• Take part in customer onboarding initiatives.

• Collaborate with leadership from Product, Marketing, Support, and Customer Success.

• Mentor new Customer Success Managers.

• Exhibit data-driven storytelling in communications with customers and internally.

⛳️ Requirements

• Over 5 years of experience managing high-value, complex clients in a dynamic SaaS or technology setting.

• In-depth understanding of the product and industry.

• Capability to convert customer requirements into strategic recommendations and influence roadmap discussions.

• Excellent communication skills, including the ability to communicate at an executive level and present data-driven narratives.

• Proven track record of independently handling escalations, high-risk renewals, and intricate customer scenarios.

• Consistent success in achieving or exceeding retention and expansion goals, including elevated targets.

• Demonstrated leadership through mentoring, cross-functional teamwork, and contributions to process or playbook enhancements.

• Ability to distill data into actionable insights.

• Strong problem-solving abilities and innovative strategic thinking.

• Comfort in navigating uncertain situations.

🏝️ Benefits

• Variable pay opportunity for qualified employees.

• Comprehensive healthcare benefits.

• Discount on Dell work-from-home products.

• Access to Gympass fitness and health resources.

• Telus Employee Assistance Program along with mental health resources.