Senior Customer Success Manager

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Full-Time Employee Apex, NC, US

30+ days ago Requisition

Salary Range: $ To $ Annually

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world.

The Senior Customer Success Manager plays a critical leadership role in driving exceptional delivery and long-term success across Clever Devices’ most complex and high-impact client engagements. With deep expertise in customer success strategy, operational execution, and stakeholder influence, this leader ensures seamless delivery of managed services while championing customer satisfaction, retention, and advocacy.

Serving as the primary operational liaison, they translate customer needs into actionable insights and partner cross-functionally to align service execution with strategic objectives. This includes managing customer contracts to ensure compliance with service level agreements, meeting with the product management team to drive product enhancements, guiding and delivering deployment forecasts within budget, technical and schedule scope, shaping preventive maintenance plans, driving process improvements, and enhancing service delivery standards.

The Senior CSM is responsible for managing service escalation, ensuring timely resolution and clear communication by coordinating response strategies with extreme precision across internal teams and client stakeholders. By identifying emerging service trends and influencing continuous improvement initiatives, they uphold Clever Devices commitment to service excellence and help future-proof client success.

This position is accountable for managing relationships and service performance for the company’s most demanding and strategically significant clients, requiring high emotional intelligence, strong operational acuity, and proactive leadership.

Primary Responsibilities:

• Lead Strategic Customer Engagements :
  Orchestrate and deliver high-impact, multi-tiered customer reviews (weekly, monthly, quarterly, annual), presenting actionable insights from incident data, utilization trends, health metrics, and risk analyses. Provide strategic recommendations to management level stakeholders
• Own SLA/SLO Governance :
  Champion full accountability for service performance reporting and delivery against SLAs across high-profile accounts, driving continuous improvements and alignment with business goals.
• Promote Stakeholder Alignment :
  Ensure all internal and external stakeholders are engaged and aligned to maintain and improve customer satisfaction benchmarks
• Oversee Complex Operational Frameworks :
  Direct the proactive evolution and execution of operational runbooks for strategic accounts, ensuring agile and resilient service delivery.
• Audit Service Excellence :
  Lead performance audits of TAC and Field Service teams, developing targeted coaching, corrective actions, and service optimization plans.
• Influence SOW Development :
  Collaborate on Statements of Work for new opportunities (whether service or new scope), contributing deep customer insight and operational feasibility
• Contribute to Customer Onboarding Success :
  Architect onboarding frameworks and transition plans to ensure seamless movement from implementation to support phase.
• Maintain Data Integrity :
  Oversee data governance initiatives to ensure accuracy of customer information across platforms, enabling reliable analytics and operations.
• Shape Policy and Process Design :
  Act as the voice of the customer in policy and process development initiatives, promoting scalable and customer‑centric solutions.
• Escalation Leadership :
  Lead resolution efforts for high-priority escalations with structured tracking, reporting, and strategic interventions.
• Build Executive-Level Relationships :
  Cultivate influential relationships across customer and internal leadership teams, fostering trust and long‑term…