Senior Customer Success Manager

Overview

We are seeking a highly motivated and experienced Senior Customer Success Manager to join our team. The ideal candidate will be responsible for building strong relationships with our customers, ensuring their success with our products and services, and driving customer retention and growth.

• Develop and maintain long-term relationships with key customers to ensure satisfaction and retention.
• Act as the primary point of contact for customer inquiries, issues, and escalations.
• Collaborate with sales, product, and support teams to address customer needs and feedback.
• Drive customer onboarding, training, and adoption of products and services.
• Identify opportunities for upselling and cross-selling to maximize customer lifetime value.
• Monitor customer health metrics and proactively address potential risks.
• Lead customer success initiatives and contribute to the development of best practices.
• Provide regular reports and insights on customer success metrics to senior management.

• Bachelor’s degree in Business, Marketing, or a related field; MBA is a plus.
• 5+ years of experience in customer success, account management, or related roles.
• Proven track record of managing and growing customer accounts.
• Strong understanding of SaaS business models and customer success strategies.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to analyze data and use insights to drive customer outcomes.
• Experience with CRM and customer success software tools.

• Customer Relationship Management
• Account Management
• Customer Onboarding and Training
• Data Analysis and Reporting
• Problem Solving and Conflict Resolution
• Cross-functional Collaboration
• Communication and Presentation
• Strategic Planning