Senior Customer Success Manager

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The Senior Customer Success Manager is a skilled individual contributor responsible for supporting the success of important customer accounts, with a focus on operational excellence and customer satisfaction. In this role, the Senior CSM works closely with enterprise clients to help drive positive outcomes, support service delivery, and contribute to account retention and growth through effective relationship management. The Senior CSM assists in managing the relationship lifecycle for assigned accounts, serving as a key point of contact and collaborating with internal teams to ensure high-quality service delivery.

The Senior CSM plays a vital role in supporting senior team members, executing customer success strategies, and ensuring that customer needs are met efficiently. The Senior CSM is expected to identify and elevate challenges or opportunities to senior colleagues, contribute to process improvements, and maintain strong working relationships with both customers and internal stakeholders.

• 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.