Strategic Customer Success Manager

As a Customer Success Manager-Strategic Accounts, you are customer obsessed, focused on building strong, strategic executive relationships, product adoption, satisfaction and retention. You coordinate all business functions around a set of aligned customer goals, playing a dual “concierge” role: internally, you will preemptively coordinate cross-functional teams around customer success goals; externally, you will work directly with the customer, helping assemble resources to deliver the appropriate experience to meet their goals. 

As a member of the team, you are the primary relationship partner to Sisense's strategic level customers. You orchestrate onboarding in line with customer priorities, ensuring value realization of a customer’s investment, while driving overall account health, and customer satisfaction that leads to retention and growth. You provide leadership for our largest and most complex accounts. You are not afraid to make decisions and act, especially when you face uncertainty. You oversee and ensure prioritized alignment of coordinated outcomes across Technical Support, Partners, Professional Services, onboarding, consulting projects, and customer engagements.

There is a preference for candidates based in the Eastern and Central time zone due to the accounts it will cover.

Success in this role will be predicated off of: Account Engagement, Account Retention / Renewal, Account Health & Satisfaction, Product Adoption, and Value Delivery.

Responsibilities:

• Own account health and overall book of business for Sisense strategic customers, building trust, aligning to customers’ success expectations and providing clients with consultancy to build long-lasting relationships that differentiate us from competitors.
• Understand the customers’ business needs by defining a personalized, strategic success plan, implementing  creative programs, and adapting objectives leveraging data to deeply understand customers' wants and needs.
• Understand customers’ business requirements and use cases to upgrade services and tools to meet the most important customer needs.
• Set standards for proactive engagement, network, and grow relationships across a business, and drive community growth within the account. 
• Identify and lead growth opportunities (expansion/upsells), partnering with Sales.
• Ensure customers renew contracts, identifying any risk of churn, and working to mitigate through internal executive Risk and Churn Reviews. 
• Establish best practices in accordance with customers short, mid-and long-term objectives.
• Proactively use measurements, metrics, and controls, to effectively manage the overall portfolio of customers.
• Ensure engagement strategies across all customer roles: Champion, Decision Makers, Executives, Influencers and Daily Users. 
• Bring the voice of the customer back into the business, with teaching moments that ‘wow’ the customer.
• Drive product adoption by keeping customers current on the latest news, product updates & knowledge, training, services, and product enhancements.
• Understand market trends and keep up to date with the latest developments, trends and technology impacting our function and industry.
• Maintain thorough and consistent customer records in systems such as Salesforce, BoostUp and Gainsight.

Skills & Experience:

• A customer-first mindset – you start with the customer and work backwards.
• Total commitment to learn, improve and be part of our great success story.
• Minimum of 5+ years of experience within a sales, customer success or account management role, working preferably within Strategic/Enterprise-level customers.
• Experience managing $4m+ books of business.
• Significant prior experience defining and implementing success and engagement strategies
• Strong leadership skills within the team, across the company, and in managing challenging customer issues.
• Highly developed listening, project management, problem solving and negotiation skills.
• Ability to prioritize accounts based on tiering and manage appropriately.
• When faced with a tough decision that will help you and your team move forward, you are confident to step up and make the call without getting approval; you have gut instinct and a bias toward action.  
• Highly collaborative and able to work as part of cross-functional teams.
• Strong communicatio