Senior Customer Success Manager

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