Senior Customer Success Manager

Overview

The Senior Customer Success Manager is a highly strategic role that is responsible for engaging with and acting as a trusted advisor to a portfolio of enterprise customers. In this role you will be tasked with building strong partnerships, driving adoption of our products/solutions, ensuring our customers realize value from their investment and acting as a leader within the Customer Experience team. Senior Customer Success Managers focus on retaining buyer customers by ensuring satisfaction with our products and services, enabling product adoption and hosting value centric engagements on a regular cadence with customers.

 

What you will do:

· Build and maintain lasting relationships with a set book of business.

· Facilitate business reviews, value check-ins, and other customer touch points.

· Monitor and manage customer adoption, retention, and annual recurring revenue.

· Work cross-functionally to drive resolution to customer escalations and identify patterns and processes to help solve root causes of systematic issues

· Conduct product and process trainings for assigned customers on an as needed basis.

· Identify opportunities for product optimization sessions.

· Act as lead representative for the customer and Customer Experience in key cross functional initiatives.

· Create, organize and lead process improvement initiatives within Customer Success.

· Be the voice of the customer – synthesize, facilitate, and present cross-customer trends in feedback, escalations, and enhancement requests to Customer Advocacy and other cross functional leaders.

· Create customer success

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