Senior Customer Success Manager

2 weeks ago

San Francisco, California, United States Medallia Full time
Customer Success Manager II

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens, and residents.

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience.

The strength of our global workforce is the most significant contributor to our success.

We Believe:
  • Every Experience Matters.
  • Talent is Everywhere.
  • All Belong Here.

At Medallia, we hire the whole person.

As a Customer Success Manager II, you will manage the client relationship throughout the customer life cycle. You will oversee a defined list of accounts and be responsible for the holistic health of the customer by facilitating strategic direction setting, partnering with sales, professional services, product, and marketing.

The main goals of the role are to measure and realize value, drive product adoption, and expansion of Medallia's product suite.

Internally across Medallia, you will proactively build relationships and bring the best of what Medallia has to offer to our clients (e.g., new product, process innovation, research, and insights).

In addition, you will reactively resolve any and all client conflicts by escalating and driving a sense of urgency where and when necessary.

Expected Outcomes:
  • Customer Success: measured by adoption and value realization of Medallia's product suite and services, published case studies, participation in webinars and conferences, and overall client NPS
  • Medallia Success: measured by financial performance of your accounts, renewal, and expansion.

Responsibilities:

  • Contact and start developing relationships with your customers.
  • Track and assess account health.
  • Formulate an action plan to manage goals, challenges, risks, and growth opportunities.
  • Build trusted advisor relationships with key decision-makers at your customers.
  • Execute on your action plan per customer.
  • Collaborate cross-functionally with internal Medallia teams (e.g., Sales, Marketing, Product, Services, etc.) to drive a long-term healthy customer program.
  • Ensure timely and accurate customer health updates (StrikeDeck, ).
  • Own forecasting and prioritization for customer success amongst your assigned accounts.
  • Represent the voice of the customer and employee in leadership meetings.
  • Create reference-able customers (case studies, reference calls, speaking engagements).

Complete all required Product, Industry, and Competition certifications and understand what's critical for each customer to protect and grow Medallia's customer base.

Incorporate knowledge of Medallia's products and services, the customer, and key competitors across the customer journey and use that knowledge to uncover risk, customer needs, and create value-based solutions.

Qualifications:
  • Minimum Qualifications:
    • 8+ years of related experience or equivalent experience.
    • Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy.
    • Experience facilitating meetings, delivering executive presentations, and resolving conflict with resources at all levels.
    • Ability to handle challenging customers or situations and drive to mutually agreeable outcomes.
    • Proficient in building and delivering compelling proposals and presentations via the GSuite set of products.
  • Preferred Qualifications:
    • 10+ years of customer-facing experience in a CSM function, account management, consulting, or client service role.
    • Excellent and empathetic account leadership, advocacy, and coordination skills with a bias for action.
    • Passionate about your customers' success.
    • Accomplished presentation skills.
    • Ability to work creatively and analytically to solve problems.
    • Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.

Individuals with a disability who need an accommodation to apply please contact us at For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.

  • Senior Customer Success Manager

    3 weeks ago

    San Francisco, California, United States Balbix Full time

    Senior Customer Success ManagerAt Balbix, we're seeking a seasoned professional to drive customer success and growth. As a Senior Customer Success Manager, you'll be responsible for collaborating with clients to understand their Cyber Risk management needs and implementing solutions to drive successful outcomes.This role is crucial for influencing adoption,...

  • Customer Success Senior Manager

    2 weeks ago

    San Francisco, California, United States Dynamo AI Full time

    Job Title: Customer Success Senior ManagerWe are seeking a seasoned Customer Success Senior Manager to lead our Customer Success team at Dynamo AI. As a key member of our growth team, you will be responsible for fostering long-term relationships with our clients, ensuring their success and satisfaction with our AI solutions, and driving customer retention...

  • Senior Customer Success Manager

    2 weeks ago

    San Francisco, California, United States Endeavor Full time

    The ChallengeThe Senior Customer Success Manager will be the customer's top advocate, bridging the gap between the customer, sales, renewals, product, and consulting teams.This role will drive customer adoption, identify potential roadblocks with subscription renewals, and perform system and process health checks to maximize customer value from the OneTrust...

  • Senior Customer Success Manager

    1 week ago

    San Francisco, California, United States Parspec, Inc Full time

    Revolutionize the Construction Supply Chain with ParspecParspec is a pioneering company transforming the $5 trillion building construction products industry by digitizing and organizing product data. Our digital platform empowers designers and builders to quickly identify the right products for their projects, while the supply chain generates new leads and...

  • Senior Customer Success Manager

    2 weeks ago

    San Francisco, California, United States Gong Full time

    About the RoleGong is revolutionizing revenue organizations by harnessing customer interactions to drive business efficiency, improve decision-making, and accelerate revenue growth. As a Senior Customer Success Manager, you will be a trusted strategic advisor to revenue and operational leaders, driving strategic plans and business transformation while...

  • Senior Customer Success Manager

    2 weeks ago

    San Francisco, California, United States Parspec, Inc Full time

    Unlock the Power of ParspecParspec, Inc is revolutionizing the construction supply chain by digitizing and organizing the industry's product data. As a Senior Customer Success Manager, you will play a crucial role in driving the success of our top enterprise accounts.Key Responsibilities:Serve as the primary contact for executive stakeholders within top...

  • Senior Customer Success Manager

    4 weeks ago

    San Francisco, California, United States OneTrust Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Customer Success Manager to join our team at OneTrust. As a Senior Customer Success Manager, you will be responsible for driving customer adoption, identifying and mitigating potential roadblocks, and performing system and process health checks to maximize the value customers receive from...

  • Senior Customer Success Manager

    3 weeks ago

    San Francisco, California, United States Gong Full time

    About the RoleWe are seeking a highly skilled Senior Customer Success Manager to join our team at Gong. As a key member of our revenue organization, you will be responsible for driving customer engagement, product adoption, and business outcomes.Key ResponsibilitiesBe a trusted strategic advisor to senior revenue and revenue operations leaders to uncover...

  • Senior Customer Success Manager

    3 weeks ago

    San Francisco, California, United States inPowered Full time

    Senior Customer Success ManagerinPowered is seeking a highly skilled Senior Customer Success Manager to drive renewal revenue growth and improve end customer experience. As a key member of our team, you will be responsible for delivering exceptional customer success through strategic insights, data-driven storytelling, and high operational standards.Key...

  • Senior Customer Success Manager

    2 weeks ago

    San Francisco, California, United States adjust Full time

    Unlock Your Potential with AdjustAt Adjust, we're on a mission to empower businesses to succeed in the ever-evolving world of mobile advertising. As a Senior Customer Success Manager, you'll play a vital role in helping our clients achieve their goals and drive growth through our cutting-edge platform.Drive Customer SuccessAs a key member of our Business...

  • Senior Customer Success Manager

    4 weeks ago

    San Francisco, California, United States adjust Full time

    About the RoleWe're seeking a highly skilled Senior Customer Success Manager to join our team at Adjust. As a key member of our Business Development Department, you will be responsible for maintaining strong relationships with our existing clients and ensuring their success through the effective use of our suite of tools.Key ResponsibilitiesDrive retention...

  • Senior Customer Success Manager

    3 weeks ago

    San Francisco, California, United States adjust Full time

    About the RoleWe're seeking a highly skilled Senior Customer Success Manager to join our team at Adjust. As a key member of our Business Development Department, you will be responsible for maintaining strong relationships with our existing clients and ensuring their success through the effective use of our suite of tools.Key ResponsibilitiesDrive retention...

  • Senior Customer Success Manager

    4 weeks ago

    San Francisco, California, United States adjust Full time

    About the RoleWe are seeking a highly skilled Senior Customer Success Manager to join our team at Adjust. As a key member of our Business Development Department, you will be responsible for maintaining strong relationships with our existing clients and ensuring their success through the utilization of our suite of tools.Key ResponsibilitiesDrive retention...

  • Senior Strategic Customer Success Manager

    1 week ago

    San Francisco, California, United States Lob Full time

    Job Title: Senior Strategic Customer Success ManagerWe are seeking a highly skilled Senior Strategic Customer Success Manager to join our team at Lob. As a Senior Strategic Customer Success Manager, you will be responsible for developing and executing account plans to drive customer success and growth.Key Responsibilities:Develop deep knowledge of customers'...

  • Senior Customer Success Manager

    4 weeks ago

    San Francisco, California, United States Parspec, Inc Full time

    About Parspec, Inc.Parspec, Inc. is a pioneering company in the construction supply chain industry, revolutionizing the way building construction products are sold annually around the world. Our digital platform enables designers and builders to quickly identify the right products for their projects, and helps the supply chain to generate new leads and close...

  • Senior Customer Success Manager

    2 weeks ago

    San Francisco, California, United States inPowered Full time

    Senior Customer Success ManagerinPowered is seeking a highly skilled Senior Customer Success Manager to drive renewals and business growth for our clients. As a key member of our team, you will be responsible for ensuring partner retention and satisfaction by delivering exceptional service through strategic insights, data-driven storytelling, and high...

  • Senior Customer Success Manager

    3 weeks ago

    San Francisco, California, United States Populus Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Populus. As a key member of our customer success team, you will be responsible for training and managing our new and existing customer base.In this role, you will work closely with our product team to bring customer feedback and insights to enhance our current offering...

  • Senior Customer Success Manager

    4 weeks ago

    San Francisco, California, United States Zip Full time

    About the RoleWe're seeking a seasoned Senior Customer Success Manager to join our team at Zip. As a key member of our customer-facing team, you'll be responsible for driving customer success and ensuring our clients achieve their business goals.Key ResponsibilitiesManage a portfolio of clients across various industries and customer segments, providing...

  • Senior Customer Success Manager

    2 weeks ago

    San Francisco, California, United States Populus Full time

    Job OverviewWe are seeking a highly skilled Customer Success Manager to join our team at Populus. As a key member of our customer success team, you will be responsible for training and managing our new and existing customer base. Your primary goal will be to ensure customer satisfaction and retention, while also identifying opportunities for upselling and...

  • Senior Customer Success Manager

    6 days ago

    San Francisco, California, United States Populus Full time

    Job OverviewWe are expanding our customer base at a rapid pace. As a key member of our customer success team, you will be responsible for training and managing our new and existing customer base. In addition to working with customers post-sales, you will provide valuable feedback to our product team to enhance our current offering and future roadmap. Working...