Senior Customer Success Manager

Position Overview

The Senior Customer Success Manager is a strategic, client-facing role responsible for protecting customer retention, driving successful renewals, and ensuring customers realize measurable value from Aspect's workforce management solutions.

This role owns the customer success relationship across a portfolio of accounts, builds practical success plans, monitors customer health, mitigates risk, and partners closely with Account Executives, Support, Services, Product, and Leadership to deliver strong long-term customer outcomes.

• Own the customer renewal process across an assigned portfolio of accounts, including renewal planning, customer alignment, negotiation, execution, and successful close.
• Lead renewal conversations with customers, ensuring scope, timing, pricing, terms, business value, and next steps are clearly managed.
• Build and execute success plans focused on adoption, business value, risk mitigation, and renewal readiness.
• Monitor customer health and lead action plans to address renewal risks, adoption gaps, escalations, or executive misalignment.
• Partner with Account Executives on account strategy and expansion signals while maintaining direct ownership of the customer renewal motion.

• Serve as a trusted advisor, helping customers maximize value from Aspect's solutions.
• Maintain a proactive engagement cadence, including strategic check-ins, adoption reviews, escalation follow-ups, and executive touchpoints.
• Understand each customer's business objectives, workforce management challenges, and definition of success.
• Lead Quarterly/Executive Business Reviews that connect Aspect capabilities to customer KPIs, outcomes, and future priorities.
• Ensure customers are aware of relevant product capabilities, releases, and best practices.

• Act as the voice of the customer across Support, Services, Product, Sales, and Leadership.
• Coordinate internal resources to resolve issues, remove blockers, and manage escalations with clear ownership and follow-through.
• Partner with Account Executives to share customer intelligence and surface expansion signals while keeping primary focus on retention and renewal health.
• Contribute to customer success playbooks, processes, and repeatable operating models.

• Maintain accurate customer records, health indicators, success plans, renewal status, and engagement activity in CRM and other customer success systems.
• Manage multiple complex customer relationships concurrently while prioritizing based on risk, value, urgency, and strategic importance.
• Use data to identify customer trends, adoption opportunities, risk patterns, and areas for continuous improvement.
• Support onboarding, mentoring, or coaching of other Customer Success team members as needed.

• Customers understand the value they receive from Aspect.
• Renewals are forecasted, negotiated, and closed with clear ownership and disciplined execution.
• Renewal risks are identified early and actively managed.
• Success plans are tied to measurable business outcomes.
• Executive stakeholders are engaged before renewal discussions begin.
• Internal teams and Account Executives have clear visibility into customer health, priorities, renewal status, and risks.

• 5+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role, preferably in SaaS.
• Experience managing enterprise or strategic customer relationships with multiple stakeholders.
• Strong understanding of customer retention, renewal management, adoption strategy, value realization, and customer health management.
• Ability to translate software capabilities into meaningful business outcomes.
• Excellent communication, executive presence, presentation, and active listening skills.
• Comfortable leading difficult conversations, managing escalations, and aligning internal teams around customer needs.
• Proven ability to manage multiple complex accounts and priorities in a fast-paced environment.
• Experience working cross-functionally with Sales, Support, Services, Product, and Leadership.
• Experience in WFM, contact center technology, CCaaS, or UCaaS preferred.

The ideal Sr. CSM is commercially aware, operationally disciplined, and customer obsessed. They build executive trust, uncover renewal risk early, connect product usage to business value, and…