Senior Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time Senior Customer Success Manager will focus on enhancing customer relationships across two product lines, driving retention, and developing strategies for a new AI product, all while working remotely.

Key responsibilities

• Build a feedback loop by analyzing customer insights from various sources to inform Product and Engineering teams
• Lead the Customer Success team on high-value accounts, implementing strategies to reduce churn and enhance customer growth
• Develop the customer playbook for the AI product, defining onboarding and support processes as the product evolves

Required qualifications

• 5+ years of experience in customer success or account management within a SaaS or subscription environment, including 2+ years in a management role
• Proven track record of reducing churn and increasing revenue in existing accounts
• Experience in building customer success programs or playbooks from the ground up
• Strong analytical skills with the ability to derive insights from data and communicate them effectively
• Familiarity with AI tools and their application in customer success operations