Senior Customer Success Manager

1 day ago


Oregon, Illinois, United States ClientSucces Full time
Job Title: Senior Customer Success Manager

At ClientSuccess, we're seeking a seasoned Senior Customer Success Manager to join our team. As a key member of our customer-centric organization, you'll play a pivotal role in driving customer satisfaction, adoption, and retention.

Key Responsibilities:
  • Manage a portfolio of 50-70 high-engagement customers, ensuring their needs are met and value is continuously delivered.
  • Develop and maintain strong, trusted relationships with customers, fostering high engagement and satisfaction.
  • Proactively identify opportunities for upselling and cross-selling, collaborating with sales and product teams to drive customer growth.
  • Lead and manage ongoing projects, ensuring timelines and goals are met, and partner with the Director, Success Services to manage Onboarding and Renewals.
  • Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing any concerns.
  • Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention.
  • Act as a customer advocate within ClientSuccess, providing insights to product and leadership teams to enhance our offerings.
  • Track and report on key customer success metrics, including customer health, satisfaction, and retention.
Requirements:
  • At least 4 years of experience as a Customer Success Manager in a high-engagement environment.
  • Proven experience managing a portfolio of 50-70 customers, with a strong track record of success.
  • MUST have experience using a Customer Success Management Platform.
  • Comprehensive experience with Customer Success best practices.
  • Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
  • Strong follow-up skills, ensuring that customer needs and expectations are consistently met.
  • Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously.
  • Ability to work in a fast-paced, dynamic environment.
  • Strong problem-solving skills, with a proactive and solutions-oriented mindset.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A collaborative and supportive work environment.
  • The chance to make a significant impact on our customers and our company.


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