Senior Customer Success Manager

Job Summary

As a remote Senior Customer Success Manager, the successful candidate will drive customer value and retention by serving as a trusted advisor, managing complex accounts, and ensuring customers achieve their goals through effective platform adoption and education.

Key responsibilities

• Drive customer value and retention by providing feedback, preparing Business Reviews, and increasing customer adoption of key platform features
• Maintain product expertise to guide customers towards success and educate them on relevant features
• Build and nurture relationships with senior decision-makers, shaping Success Plans and monitoring customer health to address risks proactively

Required qualifications

• 5+ years in a Customer Success Manager role and 8+ years in an enterprise SaaS product support environment
• Strong experience in building executive-level relationships with Fortune 500 companies
• Technical troubleshooting skills and familiarity with internet/networking technologies, particularly email security products
• Proficiency with case management systems and CRMs such as Salesforce and Jira
• Bachelor's degree in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent technical experience