Senior Customer Success Manager

1 month ago


Boston, United States One Door Full time

We're looking for an experienced Senior Customer Success Manager to partner with our strategic enterprise customers to drive long-term growth and success with One Door.As part of the Customer Success Team, you'll focus on retaining and growing our customer base. With a tailored plan for each enterprise customer, you'll build deep relationships with customers and executives that create One Door promoters and help customers achieve their desired outcomes.

RESPONSIBILITIES

  • Own and manage a book of business comprised of enterprise customers from post-implementation through ongoing adoption, expansion, and renewal
  • Foster customer health throughout the customer journey with proactive monitoring of engagement and adoption, implementing at-risk playbooks as needed to mitigate churn
  • Lead Business Reviews and engage with customer executives to assess progress toward set goals and communicate One Door's business impact
  • Identify growth opportunities and execute all upsells and expansions
  • Serve as an internal advocate for customers and lead cross-functional efforts to solve for customer needs and drive customer satisfaction
  • Synthesize customer feedback and advocate for customers with the One Door product team, helping to shape the evolution of the One Door platform
  • Proactively identify and contribute to team development, processes, and training to help drive customer success globally
QUALIFICATIONS
  • 5+ years experience as a Customer Success Manager, with at least 2 years working with large strategic accounts in a SaaS environment
  • Seasoned at owning customer expansions and renewals, with a knack for navigating enterprise procurement processes
  • Track record of building multi-threaded relationships with enterprise customers and creating customer advocates
  • Excellent communication with clear, concise writing and presentation skills
  • Strong analytical skills with a focus on interpreting and communicating customer data and trends
  • You always lead with curiosity and the drive to keep growing
  • Adapt easily to change and working in a fast-paced environment
  • Experience in retail and retail software a bonus


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