Senior Customer Success Manager for Strategic Accounts

3 days ago

New York, New York, United States Robin AI Full time
{"title": "Senior Customer Success Manager for Strategic Accounts", "description": "About the Role

We are seeking a highly skilled Senior Customer Success Manager to join our team and manage a portfolio of strategic, high-value accounts. As a trusted advisor to our customers, you will be responsible for driving product adoption, identifying opportunities for growth, and ensuring retention.

Key Responsibilities
  • Manage and grow a portfolio of 10-15 strategic, high-value accounts
  • Develop and execute success plans tailored to each customer's specific business objectives and key metrics for success
  • Conduct quarterly and annual business reviews with C-suite and executive sponsors to discuss progress, identify opportunities for growth, and ensure alignment with business goals
  • Identify expansion opportunities by leveraging a deep understanding of the customer's business challenges and proactively recommending additional solutions and services
  • Anticipate and mitigate churn risks, creating proactive action plans to address potential issues before they arise
  • Drive product adoption, helping customers utilize features and functionality that align with their current and future business needs
Requirements
  • 6+ years of experience in Customer Success, Account Management, or a related role with at least 3 years focused on managing strategic or enterprise accounts
  • Proven track record of managing and growing complex, high-value customer relationships and delivering value through strategic advisory and consultative approaches
  • Demonstrated ability to drive revenue growth through upselling, cross-selling, and product adoption
  • Strong communication, negotiation, and influencing skills, with experience engaging executive-level stakeholders and decision-makers
  • Experience working with cross-functional teams to align internal resources with customer needs and ensure successful outcomes
  • Highly analytical mindset with the ability to leverage customer data to track health, identify risks, and spot opportunities for growth
  • Expertise in Customer Success platforms and CRM systems, with the ability to leverage these tools to drive process improvements and customer outcomes
What We Offer
  • Salary: $120,000 - $150,000 + 20% variable
  • Hybrid schedule: We offer a flexible working schedule (work from home Mondays and Fridays)
  • Equity package: Generous equity scheme - everyone gets to be an owner of Robin AI
  • Annual leave: 15 days PTO, in addition to the public holidays observed in the USA
  • Health: Medical, dental, and vision coverage
  • Growth opportunities: We prioritize promotions for high performers and help you to progress your career
About Robin AI

We're building a place where Robins thrive. We built the company on a unique blend of inclusivity, high performance, and an unwavering ambition to transform law. Our culture and values attract deeply committed, compassionate, and straight-talking individuals who find energy in our mission.

Diversity, Equity and Inclusion at Robin AI

Robin AI is one of the most diverse tech startups in Europe with 38% of staff from ethnic minority backgrounds, and 51% of roles held by women. In 2023, we were recognized in the People's Platform Award for our exceptional workplace culture where employees feel valued, engaged, and empowered.

", "lang_code": "en"}

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