Senior Customer Success Manager

The Senior Customer Success Managers are essential for ensuring that customers not only stay satisfied with a company's products or services but also achieve their desired outcomes. By proactively addressing customer needs and building strong relationships, CSMs contribute to customer retention, loyalty, and the overall success of the business.

OUTCOMES

• Account Management:
• Proactively building & maintaining customer relationships
• Understanding, documenting, and updating customer goals, challenges and outcomes throughout the entire customer lifecycle
• Using data to develop customer strategies and recommendations
• Identify growth opportunities and nurturing advocates


• Problem Solving:
• Gathering and acting on customer input and requests
• Addressing customer issues promptly
• Owning cross-functional efforts to address customer’s needs and issues
• Coordinate relevant internal stakeholders for all critical client interactions (support, sales, etc.)


• Customer Outcome Realization:
• Partner with customers to enable them to be agents of change 
• Help your customers create change within their organization by providing them with the appropriate 15Five/industry resources
• Assisting the customer in creating and fulfilling their outcomes by utilizing the 15Five platform and services.
• Creating, updating, and distributing the Outcomes Plan

WHAT YOU’LL BRING

• 5+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, preferably in a similar role at a startup with SaaS-based solutions
• Demonstrated success driving success outcomes for customers and quantifying the impact of a solution
• Experience with success/outcomes planning and holding customers accountable to taking action
• Contribute to the overall team’s success by bringing new ideas/processes/solutions to the table 
• Executive presence and ability to influence and challenge executive stakeholders
• Deep understanding of value drivers in recurring revenue business models
• Ability to work cross-functionally and partner with other departments to best serve the customer
• Experience innovating and creating new or enhanced resources that are used broadly across the team
• Excellent verbal, written, listening and presentation skills
• Familiarity with goal setting frameworks (i.e. the Objectives and Key Results methodology)
• Domain knowledge in the performance management space and previously partnering with HR/People Ops stakeholders
• Experience with Salesforce.com, ChurnZero, Gong, Slack, and Salesforce.com integrated products

COMPETENCIES

• Customer Outcomes Focused
• Strategic Thinker
• Strong Business Acumen & Executive Presence
• Self-Direction
• Collaborator 
• Account Leadership & Ownership of Customer’s Outcomes Plan
• Interpersonal skills

ABOUT 15FIVE15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager training, and community enables HR leaders to continuously measure engagement and performance, and empower managers to drive change.
At 15Five, we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving remote-first culture that supports annual opportunities for all employees to connect in person. We also offer:
- Full Medical, Dental, and Vision Insurance- Flexible Time Off (minimum 3 weeks off every year)- Employer paid Short-Term, Long-Term Disability, and Term Life- 401K with 4% match at 6 months of employment- Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)- Up to 16 weeks Paid Parental Leave for birth and non-birth parents- 12 paid holidays in 2024- TalkSpace (mental health therapy)- Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)- Thrive Time (2 hours on Friday dedicated to your personal self-care/self-growth/recharge activities)- Monthly reimbursement for internet- Sabbatical Program accessed at 5 or 7 Years- We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities
Reading over the role description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!
15Five follows equitable hiring practices. Our compensation programs are d