Senior Customer Success Manager
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Job Summary
Leading a team of Customer Success Associates and Managers, the full-time remote Senior Customer Success Manager will drive customer retention, adoption, and growth while collaborating cross-functionally and utilizing data to enhance client experiences.
Key responsibilities
- Own and manage the regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) metrics
- Recruit, coach, and empower a team to deliver exceptional customer experiences
- Collaborate with cross-functional leaders to execute strategic growth initiatives and operating model improvements
Required qualifications
- 5+ years of experience leading enterprise customer success teams in a B2B SaaS environment
- Proven ability to mentor and develop teams for value-based client interactions
- Strong track record of collaboration with Sales, Marketing, and Product teams
- Experience in conducting data-informed Quarterly Business Review sessions with clients
- Technical proficiency with modern SaaS Customer Success tools and a keen interest in cybersecurity concepts
Complete Job Description
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