Senior Customer Success Manager, Maternity Leave Contract

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Requirements:

• 5+ years in customer success, B2B Enterprise SaaS customer success experience preferred.
• Strong understanding of B2B customer needs, pain points, and purchasing behavior.
• Excellent communication and interpersonal skills for building strong relationships.
• Strong analytical and problem-solving skills for quick issue resolution.
• Ability to develop customer success plans with measurable metrics and ROI alignment.
• High level of independence and ability to solve routine problems and vague issues without close supervision.
• Self-starter with the ability to work autonomously as well as in group settings.
• Consistent history of delivering quality work on time.
• Passion for delivering customer value and proactive engagement.
• Experience working in a fast-paced, dynamic environment, managing multiple projects simultaneously.
• Proficiency in Google Suite and Microsoft Excel, Salesforce, and ChurnZero.

Responsibilities:

• Manage an enterprise-level portfolio of accounts from the implementation of our products forward.
• Cultivate and nurture relationships with key customer stakeholders, serving as their trusted advisor.
• Proactively engage with customers to grasp their objectives and aid them in achieving success with our products and services.
• Deliver ongoing value to customers through business reviews and reporting, ensuring continuous satisfaction.
• Represent the Voice of the Customer, providing feedback to the internal Product team to guide roadmap planning and prioritization.
• Manage renewal negotiations skillfully, collaborating with strategic account managers to achieve optimal results.
• Develop and implement customer retention programs to reduce churn, meet renewal targets, and increase customer loyalty.
• Collaborate cross-functionally to enhance the customer experience and foster long-term relationships.