Senior Customer Success Manager

2 months ago

Salt Lake City, United States Extensiv Full time

Extensiv is a visionary technology leader focused on creating the future of omnichannel fulfillment. Through our unrivaled network of more than 1,500 connected 3PLs and a suite of integrated, cloud-native warehouse, order, and inventory management platforms we allow modern merchants and brands to fulfill demand anywhere with superior flexibility and scale without painful platform migrations.

The Role:

Our Customer Success Team is looking for a Senior Customer Success Manager to oversee, service, and grow our high value customer accounts. The ideal candidate is a strategic thinker with a background in Customer Success, Account Management and/or Client Services in the warehousing or logistics industry.

This is a demanding role where you will have the opportunity to problem solve across departments (giving you a holistic view of how our business operates). You will be challenged to think outside of the box daily.

Key Responsibilities:

* Build and foster strong relationships with high-value customer to minimize churn and reduction and drive expansion
* Serve as subject matter expert by proactively analyze customers' product usage to take necessary steps positioned to mitigate risk, improve product adoption, business value outcomes and reduce churn.
* Maintain an accurate forecast for upcoming renewals and regularly share updates on renewal risks
* Identify expansion opportunities by thoroughly understanding customers' workflows and day to day operations
* Manage and resolve customer questions and escalations within departmental SLAs while maintaining a high standard of customer satisfaction
* Provide regular feedback and create alignment among cross-functional teams to ensure customer feedback is being received and expectations are being met.
* Lead regular business reviews to align on key objectives and a mutual success plan
* Provide weekly reports to Customer Success Leadership regarding accounts, including risk analysis, renewals, and upsell metrics.

You Are/Have:

* 5+ years of Account Management/Customer Success experience for a B2B Saas company in the warehousing/ecommerce space preferred.
* Experience developing strategies and success plans to ensure full value realization and ROI
* Ability to create positive relationships with multiple stakeholders including executive sponsors, admins and users
* Strong analytics skills with the ability to interpret data, identify trends and make data-driven decisions
* The ability to collaborate across multiple disciplines with a high sense of urgency and execution to deliver products and services to your customers
* Obsessive problem-solving skills with close attention to detail, relentless urgency and follow through
* Effective communicator with the ability to work cross-functionally with subject matter experts.
* Empathetic with a knack for understanding what a customer needs and why they need it
* Willingness to travel as needed for in person customer meetings or events



About Us:

We look for team players/authentic people that strive for excellence and aren't afraid to be themselves while they do it - because that's what special teams are made of. If you're ready to make an impact, take on responsibility, and be a part of our team, then apply to join our team. Our promise is to enable and equip you for long-term success, all while being surrounded by good people looking to do amazing work.



We value and understand our employees' needs for a healthy work life balance. In doing so we offer:

* Generous and flexible paid time off plan
* Paid parental leave policy
* Employee resource groups
* Medical plans from your choice of providers including Kaiser and Cigna

To create the highest-performing team of professionals, Extensiv focuses on recruiting a dynamic, diverse, and inclusive team that represents our customers and greater communities. To increase diversity, Extensiv's recruiting and hiring efforts focus on attracting individuals that are diverse in thought, experience, age, race, ethnicity, gender identity, sexual orientation, religion or belief, nationality, disability, veteran status, and any other protected status.

Teams at Extensiv are expected to empower, engage, and hold their peers accountable for nurturing an inclusive environment where every individual has an equal opportunity to advance and be fairly compensated for their work.

Extensiv strives to provide competitive market-informed compensation based on a candidate's knowledge, skills, and experience. Exact compensation may vary based on skills, experience, and location.

Extensiv does not accept unsolicited resumes from recruitment agencies or search firms and is not responsible for any fees related to unsolicited resumes.

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