Senior Customer Success Manager

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About the Role
 

We are seeking an experienced and results-driven Customer Success Manager to join our team. The ideal candidate will be a trusted advisor to our customers, responsible for developing and executing comprehensive account strategies to foster long-term partnerships, drive revenue retention and growth, while ensuring customer advocates. You will act as the primary point of contact for our high value accounts, coordinating with internal teams to deliver exceptional service and solutions that align with our customers’ business goals.

Key Responsibilities

Partnership Management:

• Cultivate and maintain strong, executive-level partnerships with key stakeholders and decision-makers within an account portfolio.

• Act as a central point of contact, ensuring seamless communication and collaboration between a portfolio of customers and our internal teams (e.g., sales, marketing, product, and support).

• Proactively identify and address customer needs, challenges, and opportunities to solidify the partnership and become a trusted advisor.

 
Strategic Planning and Execution:

• Develop and implement strategic account plans with clear short-term objectives   and long-term goals.

• Conduct analysis of customer needs, industry trends, and the competitive landscape to identify opportunities for upselling and cross-selling.

• Lead the creation and presentation of proposals, business reviews, and innovative solutions that demonstrate the value of our products and services.

Account Health and Monitoring:

• Proactively monitor your portfolio accounts for usage patterns, adoption rates, and potential signs of churn risk (e.g., low activity, unaddressed issues).

• Conduct regular check-ins and business reviews with customers to assess their goals and ensure they are maximizing the value of the solution.

• Document all customer interactions, issues, and strategic discussions accurately in the CRM and Customer Success platform.

Retention and Agreements:

• Own the full retention and renewal lifecycle for a combination of Enterprise & Mid-Market assigned portfolio, proactively engaging with customers to secure annual and long-term agreements, thereby meeting or exceeding gross retention targets.

• Develop renewal strategies, negotiate terms, and manage all necessary contract administration to ensure maximum customer lifetime value.

Expansion and Price Management:

• Identify, qualify, and surface expansion opportunities (upsell/cross-sell) through continuous discovery of customer needs and strategic alignment.

• Collaborate directly with the Account Management/Sales team to scope, present, and assist in closing new business within existing accounts.

• Effectively communicate and manage the implementation of necessary price increases during the renewal cycle, thereby meeting or exceeding net retention targets.
   

Issue Resolution:

• Triage, manage, and prioritize customer questions and complex technical issues, effectively coordinating with the Technical Support & TAM teams and owning the ultimate resolution communication with the customer.
   

Your Background and Expertise

• Bachelor's degree in business related field.

• Five+ years of proven experience in account or customer success management, with a track record of meeting and exceeding revenue and growth goals.

• Demonstrated ability to build and maintain strong, long-lasting partnerships with high-level customers.<