Senior Customer Success Manager
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Job Description
Senior Customer Success Manager guiding large customers through onboarding, implementation, renewals, and expansion at 11:11. Driving customer value, QBRs, training, and growth opportunities.
Responsibilities:
- Drive relationships with some of the largest customers
- Serve as a trusted advisor and partner throughout onboarding, implementation, renewal, and expansion
- Orchestrate across multiple organizational stakeholders and coordinate cross-functional teams
- Develop a deep understanding of customer needs and goals and establish shared definitions of success across platforms
- Help customers reach business goals and maximize received value through problem solving
- Deliver QBRs or MBRs demonstrating key business objectives and supporting customer experience
- Facilitate customer training on support applications and portals
- Contribute processes, ideas, and historical best practices to the Customer Success organization
- Cultivate internal and external customer relationships
- Recognize key customer growth opportunities
- Handle company data and information according to data handling agreements, procedures, and policies
- Review and follow company policies, data privacy practices, annual compliance training certification, and policy acknowledgements
- Perform additional duties as assigned
Requirements:
- 5+ years of experience in customer success or account management
- Experience managing large accounts with 5-figure+ contract MRR
- Advanced knowledge of Salesforce CRM and other applications for customer portfolio and lifecycle management
- Experience managing customer success for larger and more complex requirements
- Excellent communication and interpersonal skills
- Ability to manage multiple projects, activities, and tasks simultaneously
- Ability to sustain business growth and profitability by maximizing value
- Must be legally eligible to work in India without visa sponsorship
- Ability to perform each essential function satisfactorily; reasonable accommodation may be made for qualified individuals with disabilities
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