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Senior Customer Success Manager

Posted 6 days agoViewed

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💎 Seniority level: Senior, At least 7 years

📍 Location: United States

🔍 Industry: Fuel Asset Optimization

🏢 Company: Titan Cloud

⏳ Experience: At least 7 years

🪄 Skills: Project ManagementAnalytical SkillsAccount ManagementRelationship managementStakeholder managementCustomer SuccessSaaS

Requirements:
  • Bachelor's degree in Business, Computer Science or related field.
  • At least 7 years of experience in 2+ high growth technology firms (preferably SaaS) in Customer Success, Account Management, Consulting or Engagement Management.
  • Passionate about Customer Success and driving long-term customer value.
  • Proven track record managing six to seven-figure engagements.
  • Strategic thinker and creative problem solver.
  • Analytical and detail-oriented.
  • Exceptional stakeholder management skills.
  • Superior organizational skills to prioritize multiple tasks.
  • Strong technical aptitude and passion for technology.
  • Ability to work in a high growth environment and navigate ambiguity.
  • Willing to travel up to 25% of the time.
Responsibilities:
  • Own the ultimate success for a portfolio of Titan Cloud’s enterprise customer base; this includes seamless customer onboarding, project success, retention, and renewal.
  • Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud’s customer base.
  • Define and oversee lifecycle processes/touchpoints.
  • Deeply understand customers’ objectives and become a trusted advisor.
  • Develop and implement tailored proactive customer programs.
  • Monitor customer engagement to identify risks and prevent churn.
  • Drive customer reference ability and health improvement.
  • Align with sales on strategies and account opportunities.
  • Create and enhance repeatable processes with the Customer Success Team.
  • Manage customer escalations with a methodical approach.
  • Track customer metrics and maintain health scorecards.
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