Customer Success Manager Sr

As a Senior Customer Success Manager, you will be responsible for overseeing a portfolio of large, high-touch strategic customers requiring ongoing strategy and implementation with an integrated operating model serving both delivery and ongoing service needs. The CSM Sr will ensure their satisfaction, success, retention, and growth. You will serve as the primary services point of contact, building and maintaining strong relationships with key stakeholders to understand their needs and objectives.

Leveraging your expertise in customer success strategies, you will develop tailored plans to drive adoption, usage, and value realization. Your proactive approach and strategic guidance will be essential in maximizing customer satisfaction, loyalty, and long-term partnerships.

• Manage a portfolio of strategic accounts, often with complex program and technical requirements, providing them with thought leadership and consultation to maximize investment in the company.
• Develop a deep understanding of the customers expected outcomes and build strong relationships while collaborating to construct and execute strategic account plans that drive customer success, retention, and growth.
• Monitor customer health metrics and create recommendations to drive high utilization and adoption of the company’s Customer Experience (CX) product suite.
• Act as an escalation point for reported/identified issues and operational services impacting events.
• Collaborate cross-functionally with the company finance, product management and technical teams to ensure seamless implementation and ongoing support of the company’s CX solution portfolio.

• Has a bachelor’s degree or equivalent education/experience.
• Has experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retail and/or Cable & Telco.
• Has the ability to analyze workflow, evaluate systems and formulate plans.
• Has a proven track record of building and maintaining strong customer satisfaction and achieving revenue growth targets.
• Has the ability to travel up to 25% to customer sites or as their portfolio requires.
• Proficient in English in a business environment.

• Work from Home
• Employee Belonging Groups
• Healthcare:
  Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

Colorado Residents:
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* This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.*

$-$This role is eligible for a bonus opportunity.

United States Remote

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Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

the company empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, the company’s technologies and people have helped some of the world’s most recognizable brands solve…