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Role Description

We are looking for a motivated and customer-focused Senior Customer Success Manager (CSM) to join our dynamic team. As a Senior CSM, you will play a key role in ensuring our customers derive maximum value from our Software as a Service (SaaS) platform, driving adoption, and building long-term relationships that result in customer satisfaction, retention, and net revenue growth.

This role requires a proactive problem-solver and a strategic thinker who can guide our customers toward success by understanding their business goals and tailoring solutions to meet their needs.

• Customer Relationship Management:
  • Act as the primary point of contact for assigned customers, building and nurturing strong, trust-based relationships.
  • Understand customer goals, challenges, and industry trends to provide strategic guidance and best practices.
• Proactive Account Management:
  • Monitor customer usage and health metrics to identify opportunities for increased adoption or early signs of churn.
  • Develop and execute success plans aligned with customer objectives.
  • Execute periodic business reviews with strategic customers.
• Problem Resolution and Advocacy:
  • Serve as a customer advocate, collaborating with internal teams (Product, Support, Sales) to resolve issues and enhance the customer experience.
  • Escalate critical issues and ensure timely resolution to maintain customer satisfaction.
• Upsell and Renewal Management:
  • Identify and recommend upselling or cross-selling opportunities that align with the customer's needs.
  • Manage contract renewals, negotiating terms and ensuring continued customer loyalty.
• Feedback Loop:
  • Collect customer feedback and insights to influence product development and improve the overall service offering.

Qualifications

• 5+ years of experience in customer success, account management, or a related role in the SaaS industry.
• Proven track record of driving customer engagement, retention, and revenue growth.

Requirements

• Strong interpersonal and communication skills with the ability to build trust and rapport with customers.
• Analytical mindset with the ability to interpret data and translate it into actionable insights.
• Proficient in CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
• Customer-centric mindset with a passion for helping customers succeed.
• Problem-solving and conflict resolution skills.
• Ability to manage multiple priorities and work in a fast-paced environment.