Senior Customer Success Manager
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Job Description
Senior Customer Success Manager driving product adoption and maintaining customer partnerships for a growing SaaS company. Engaging with customers and managing onboarding for successful long-term relationships.
Responsibilities:
- Become a product expert, including the technical workings and practical business application.
- Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
- Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
- Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
- Keep customers informed of process and procedural changes.
- Manage the resolution of escalated customer issues.
- Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
- Travel expectations – 10%
- This position is open to candidates throughout the United States.
Requirements:
- Demonstrated success managing customer relationships in a B2B SaaS company
- Demonstrated capability to identify and mitigate risk.
- 3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience.
- Experience working across multiple internal teams to resolve customer issues quickly and effectively.
- Excellent communication skills (writing, listening, phone).
- A team player capable of high performance and flexibility working in a dynamic environment.
Benefits:
- Join a dynamic, growing company that is well respected in its industry.
- Competitive salary
- Health plan options include medical, dental, & vision
- 401k + company match
- Flexible PTO policy plus company-paid holidays
- Benefits include life insurance, pet insurance, discounts and perks programs
- Generous one-time “work from home” stipend to get you started
- Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings
- Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office
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