Senior Customer Success Manager Job Buffalo New York USA,Customer Service/HelpDesk

Supermetrics is looking for a Senior Customer Success Manager to join our team in the US!
In this position, you will be responsible for overseeing the North American market while collaborating with Account Executives throughout the US to expand our business
You will play an integral part of our customer success organization, which comprises teams across North America, EMEA & JAPAC. As a Customer Success Manager, your primary focus will be on managing a diverse client portfolio to ensure customer needs are met and problems solved.

You will work closely with clients to understand their objectives and address their challenges effectively
Manage a portfolio of clients, ranging from 40 to 60 customers, depending on location
Oversee the entire customer lifecycle, including onboarding, adoption, renewals, growth, and advocacy
Collaborate closely with both local and global Supermetrics teams, including Sales, Product, Support, Professional Services, and Solutions Engineering, to deliver tailored solutions and consultations to meet customer needs
Continuously enhance your knowledge of the Supermetrics product suite and industry trends to provide valuable insights during customer interactions
Encourage a collaborative atmosphere by offering assistance to colleagues and working towards shared objectives
Understand clients’ business goals, challenges, and objectives to provide tailored solutions and recommendations
Anticipate and mitigate churn risks by identifying at-risk accounts and implementing proactive retention strategies
Serve as a customer advocate internally, representing clients’ interests and feedback to inform product enhancements and roadmap decisions

Benefits

Health and wellness:
We cover your healthcare costs, and you’ll get a wellness allowance for things like sports, massage, and meditation.
Equity & bonuses:
All full-time Supermetrics employees are owners through equity. Everyone is also part of a personal bonus or commission plan.
Flexible remote work:
Enjoy working flexibly from home and in productive and uplifting office environments. Fully remote employees get a stipend to upgrade their home office.
Generous paid time off:
We take recharging from work seriously and encourage you to take all your leave. Paid parental leave is part of the package, too, of course.
Personal learning stipend:
We offer a personal learning budget to boost your professional growth.
Excellent equipment:
You’ll get a laptop, a phone with a plan, noise-canceling headphones, plus the ergonomic equipment you need for your work. And your wifi is on us, too.
Stellar team events:
We’re known for our amazing team events, parties, and offsites. We also happily support employee-organized activities that bring teammates together.

Requirements

Experience in SaaS, agency, or Martech industries.
Proficiency in English, as it is the primary language used for internal communication and customer interactions.
A capable method for overcoming difficulties, emphasizing the identification of resources and timely issue resolution.
Demonstrated proficiency in developing and growing client relationships with a focus on expansion, upselling, and renewals.
Proficient in commercial dealings and negotiation, along with solid organizational abilities and the skill to keep track of numerous tasks effectively.
Minimum of 3 years of relevant experience in customer success or similar customer-centric roles.
Effective communication skills internally and externally to nurture customer relationships.
The ability to effectively engage and communicate with everyone, from analysts to senior leaders, is essential.
Humble attitude and openness to learning and growth, aligning with our focus on individual and team development.