Senior Customer Success Manager

Duties and Responsibilities Strategic Account Management

• Serve as the lead point of contact for NDBS enterprise customers, developing strong, long‑term relationships with key stakeholders and decision‑makers.
• Develop and execute customer success strategies that align with the customer's business objectives, ensuring the delivery of tangible outcomes.
• Conduct value business reviews, providing insights on performance metrics (SLAs/KPIs), risk assessments, and recommendations for future success.
• Drive strategic discussions with customers to identify and capitalize on opportunities for optimization, growth, and innovation in service delivery.

• Act as the primary advocate for customers, ensuring their needs and concerns are heard and addressed within the company.
• Manage and resolve complex customer issues and escalations, coordinating with internal teams to deliver timely and effective solutions.
• Monitor customer satisfaction, anticipate challenges, and proactively address potential issues to maintain strong relationships and customer health.

• Stay current with the delivery of managed services on the account (if applicable), ensuring that service levels meet or exceed contractual obligations and customer expectations.
• Collaborate closely with internal teams (Consulting, Operations, Pre Sales and Sales) to ensure value alignment on customer goals, service delivery, and long‑term planning.
• Identify areas for process improvement and work with cross‑functional teams to drive initiatives that enhance the customer experience.

• Proactively identify opportunities for account expansion through up‑sell and cross‑sell initiatives, collaborating with Sales and Product teams to drive additional value for customers.
• Partner with Sales and Pre Sales on contract renewals, contributing to negotiations and ensuring mutually beneficial terms that support both customer success and business growth.
• Contribute to the company's overall business strategy by providing customer insights and feedback that inform product development and go‑to‑market efforts.

• Act as a thought leader within the Customer Success organization, contributing to the development of best practices and innovative approaches to account management.
• Share expertise with other CSMs, fostering a collaborative culture focused on customer‑centric solutions and continuous improvement.
• Lead by example in customer communications, project management, and issue resolution, demonstrating excellence in all aspects of account management.

• Track, analyze, and report on key metrics for assigned accounts, including customer satisfaction, retention rates, NPS, and overall health.
• Present insights and recommendations to senior leadership, using data to influence decision‑making and drive customer success strategies.
• Regularly assess the health of key accounts, providing proactive recommendations and action plans to ensure continued success.

• Education:
  
  Bachelor’s degree required; advanced degree (MBA or equivalent) preferred.

• 6+ years of customer success, account management, or related experience in a leadership or high‑impact individual contributor role, preferably in SaaS, managed services, or cloud environments.
• 5+ years of SAP, ERP, or similar industry experience, with expertise in managing medium to large‑scale accounts.
• Demonstrated ability to manage complex, high‐value customer relationships and deliver successful outcomes.
• Proven track record of driving customer satisfaction, retention, and growth in a customer‑facing role.

• Exceptional communication, presentation, and relationship‑building skills, with the ability to engage and influence executive‑level stakeholders.
• Strong strategic thinking and problem‑solving abilities, with the capability to develop and execute long‑term customer success plans.
• Expertise in ITIL and/or Agile frameworks, project management methodologies, and customer success platforms.
• Proven ability to collaborate across teams and departments to achieve customer…