Senior Customer Success Manager - Remote | WFH

Senior Customer Success Manager

Location: San Francisco, CA, USA

We are seeking an outstanding Senior Customer Success Manager to join our dynamic Customer Experience team. In this critical role, you will serve as a trusted advisor for our strategic customers, guiding them from the initial onboarding phase through renewals. As a Senior CSM, you will be assigned a portfolio of key accounts and be responsible for ensuring their success and satisfaction with our products and services.

Your primary mission will be to deliver exceptional customer experiences that drive revenue retention and growth through strategic alignment, product adoption, and world-class engagement. You will manage customer relationships, ensuring they derive maximum value from our platform, and collaborate closely with our Sales, Product, Engineering, and Consulting teams to provide unparalleled support. As our customers' needs evolve, you will expand your scope to support all live products, championing trust in the workplace. **

Key Responsibilities**

• Establish strong relationships with customer stakeholders and executive sponsors, positioning yourself as a strategic partner throughout the customer lifecycle.
• Serve as the primary point of contact, guiding customers through our solutions and collaborating cross-functionally to provide product expertise.
• Accelerate customer success by understanding their business needs and offering best practice guidance.
• Deliver proactive communication and manage mission-critical escalations with professionalism and urgency.
• Align customer roadmaps with our product roadmap, advocating for their key business requirements internally.
• Develop a deep understanding of each customer's industry and trust management strategy, enabling them to maximize the value of our platform.
• Conduct strategic business reviews to communicate effectively with customer executives, ensuring alignment with their business objectives.
• Leverage adoption metrics to share best practices, nurture value-added activities, proactively identify risks, and uncover growth opportunities.
• Manage an account portfolio with a focus on Net ARR outcomes, balancing retention and growth in line with our revenue strategy.
• Utilize adoption statistics to gauge customer engagement, identify training and adoption opportunities, and uncover potential expansion opportunities.
• Deliver and communicate ROI throughout the customer lifecycle, ensuring they fully leverage their subscription and derive maximum value from their investment.

Qualifications

• Excellent communication skills with the ability to tailor messaging for diverse stakeholders.
• Motivated to drive customer success and passionate about delivering exceptional experiences.
• Comfortable holding stakeholders accountable and unafraid to escalate issues when necessary.
• Passion for technology and a desire to understand how customers utilize our products.
• Empathetic approach, skilled at identifying customer pain points and developing tailored solutions.
• Ability to remain calm and focused in the face of business-critical issues and customer escalations.
• Thrive in a fast-paced environment, with strong prioritization and time management skills.
• Strategic mindset, with a talent for problem-solving and decision-making.
• Independent and self-motivated, with a collaborative team-player attitude.
• Willingness to travel (estimated 10-20%).
• Bachelor's degree in a relevant field.
• 5-6+ years of experience in a client-facing role such as Customer Success, Professional Services, or Technical Consulting.
• Proven success and enthusiasm for working directly with customers.
• Track record of successful cross-functional collaboration (Professional Services, Engineering, Sales, and Product Management).
• Experience managing Enterprise and Strategic customer accounts.
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Ability to build relationships with key customer stakeholders at all levels, including C-suite.
• Strong entrepreneurial skills to thrive in a complex and rapidly evolving environment.
• Experience implementing SaaS solutions with technical aptitude and enthusiasm for technology.
• Experience using Salesforce, Gainsight, and other Customer Success technology applications.
• Ambitious self-starter with the ability to thrive in a high-growth company environment.

Competitive salary and comprehensive benefits package offered.

We are an equal opportunity employer committed to fostering a diverse and inclusive workforce. We encourage applications from individuals of all backgrounds and identities.

Employment Type: Full-Time