Full-Time Senior Customer Success Manager

As a Senior Customer Success Manager, drive customer satisfaction and success. Guide clients through a tailored success plan meeting their needs. Be their trusted advisor navigating Success Catalogue options, utilizing Success Points effectively, and accessing educational resources.

Key Responsibilities

• Develop and implement a customized success plan with clear goals, timelines, KPIs, and action items.
• Monitor progress, address challenges, and adjust strategies.
• Act as primary point of contact for clients, fostering long-term relationships and enhancing their experience.
• Collaborate with clients to maximize value from Success Points and provide resource guidance.
• Support client teams by coordinating access to premium educational content and conducting onboarding sessions.
• Gather customer feedback and data, turn insights into action, and be the voice of the customer.
• Identify and drive new sales opportunities (up/cross sell) through CSM qualified leads.
• Communicate complex information clearly in English (verbal and written).

Requirements

• Proven experience as a Senior Customer Success or Account Manager, or related role in SaaS/software.
• Demonstrated ability to build and maintain strategic client relationships.
• Strong understanding of customer success planning, KPI tracking, and action planning.
• Proficiency in project management and multitasking.
• Familiarity with ERP, SaaS, and financial processes (beneficial).
• Eager to learn and develop a structured, fact-based approach.
• Strong work ethic and integrity.

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