Senior Customer Success Manager

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Requirements:

• 3+ years of experience in customer success, account management, or a similar customer-facing role, preferably in a SaaS environment.
• A customer-centric mindset with a passion for delivering exceptional experiences and driving positive outcomes.
• Exceptional relationship-building skills capable of engaging with various stakeholders.
• Proven track record in managing complex customer relationships, achieving renewals, driving expansions, and building customer advocacy.
• Strong organizational skills with the ability to manage and report on multiple accounts effectively.
• Excellent written and verbal communication skills.
• Analytical skills for forecasting ARR changes and preparing data-driven QBRs.
• Solid project management experience to ensure successful customer onboarding.
• Commercial acumen to identify and close growth opportunities.
• Ability to thrive in a remote-first environment and collaborate effectively with internal teams.

Responsibilities:

• Own and manage a portfolio of customer accounts, fostering strong business relationships with external stakeholders at all levels.
• Act as a trusted advisor, guiding customers through their journey with Amplemarket, from onboarding to renewal to help them achieve business goals.
• Lead the onboarding process for new customers, ensuring a seamless transition from sales to customer success, including live product training.
• Track and report on key metrics including customer satisfaction, NPS, retention rates, and growth.
• Identify expansion opportunities and manage upsell initiatives.
• Proactively monitor account health to identify risks and mitigate churn.
• Advocate for customers within Amplemarket by collaborating with various internal teams for product improvements.
• Contribute to defining and refining customer success workflows and best practices.