Senior Customer Success Manager
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Job Description
Senior Customer Success Manager driving enterprise adoption, retention, and expansion for Salesloft’s AI-powered revenue platform. Building success plans, executive relationships, QBRs, and customer ROI.
Responsibilities:
- Build custom Mutual Success Plans aligned with customer business objectives
- Guide customers in prioritizing next steps and manage multiple customer contacts
- Partner with internal teams on tasks and projects
- Review customer data trends and proactively identify focus areas
- Create QBRs and prioritize data based on customer insights
- Identify unusual data trends and anticipate customer follow-up questions
- Provide strategic guidance on sales and sales engagement best practices
- Lead customer-facing webinars and internal trainings
- Lead phone calls and on-site meetings with stakeholders, including C-level executives
- Drive product adoption, retention, expansion, and customer satisfaction
- Build long-term relationships with executives and influencers
- Drive customer outcomes through strategy calls and customized executive-level business reviews
- Demonstrate Salesloft's business impact and customer ROI
- Act as the quarterback of the customer experience
- Support customer renewals through adoption, education, stakeholder management, and ROI demonstration
Requirements:
- 6+ years of experience in a Customer Success role
- 1+ years of experience using Salesforce CRM
- Intermediate to expert knowledge of Salesforce CRM components, including leads, activities, contacts, opportunities, and reporting
- Salesforce Admin Certification is a plus
- Previous experience in a SaaS/Technology company or fast-growing start-up preferred
- Superb listening skills and ability to uncover customer objectives
- Clear, confident, and compelling written, verbal, and presentation communication
- Strong emotional intelligence and ability to adapt executive presence to different audiences
- Expert project management skills, including prioritization, stakeholder expectation management, and timeline management
- Resourcefulness and ability to create playbooks
- Confidence in technical conversations, including APIs
Benefits:
- Performance bonus
- Benefits
- Other applicable incentive compensation plans
- Salesloft New Hire Orientation
- 3-week Sales Bootcamp
- Salesloft PM certification program
- Training, onboarding, and professional development opportunities
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