Senior Customer Success Manager

Job Summary

Managing a portfolio of enterprise customers, the full-time Senior Customer Success Manager will build trusted advisor relationships, facilitate product adoption, and drive strategic planning sessions while working remotely.

Key responsibilities

• Develop trusted advisor relationships with C-suite executives and global teams to ensure customer success and maximum value from the platform
• Collaborate with account teams to create and execute Customer Success Plans, including regular check-ins and Executive Business Reviews
• Mitigate churn through proactive risk identification and intervention, ensuring a seamless customer experience across various internal teams

Required qualifications

• 8-10 years of experience in Customer Success or account management with a focus on managing enterprise customers in a complex SaaS environment
• Proven ability to establish trust with customer partners and guide them toward successful outcomes
• Experience using Success Plans to align business strategies and identify success metrics
• Familiarity with Jira and Confluence use cases and the ability to demonstrate relevant configurations
• Experience with CRM tools like Gainsight and Salesforce, as well as BI tools such as Tableau