Senior Customer Success Manager

Client Success is a leading Customer Success Management platform that empowers companies to foster strong relationships with their customers, drive retention, and grow recurring revenue. Our mission is to help customer success teams deliver value at every stage of the customer journey. We are looking for a dynamic Senior Customer Success Manager to join our team and contribute to our customer-centric vision.

As a Senior Customer Success Manager at Client Success, you will play a pivotal role in managing and nurturing a portfolio of 50-70 high-engagement customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, project management, and industry best practices to deliver exceptional results and drive customer value.

• Customer Management:
  Serve as the point of contact for a portfolio of 50-70 customers, ensuring their needs are met and value is continuously delivered.
• Customer Engagement:
  Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction.
• Retention & Growth:
  Proactively identify opportunities for upselling and cross-selling, working closely with sales and product teams to drive customer growth.
• Project Management:
  Lead and manage ongoing projects, ensuring timelines and goals are met. Partner with the Director, Success Services to manage Onboarding and Renewals.
• Communication & Follow-Up:
  Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing any concerns.
• Risk Management:
  
  Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention.
• Customer Advocacy:
  Act as a customer advocate within Client Success, providing insights to product and leadership teams to enhance our offerings.
• Reporting:
  Track and report on key customer success metrics, including customer health, satisfaction, and retention.

• At least 4 years of experience as a Customer Success Manager in a high-engagement environment.
• Proven experience managing a portfolio of 50-70 customers, with a strong track record of success.
• MUST have experience using a Customer Success Management Platform.
• Comprehensive experience with Customer Success best practices.
• Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
• Strong follow-up skills, ensuring that customer needs and expectations are consistently met.
• Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving skills, with a proactive and solutions-oriented mindset.

• Experience working for an early stage SaaS company.
• Familiarity with customer success methodologies and best practices.
• Ability to thrive in a fast-paced, dynamic environment.

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to make a significant impact on our customers and our company.

Department:
Customer Success

Reports to:

Chief Customer Officer