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Senior Customer Success Manager

Posted 1 day agoViewed

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💎 Seniority level: Senior, 5+ years

🔍 Industry: B2B SaaS

🏢 Company: Simpplr👥 251-500💰 $70,000,000 Series D almost 2 years agoHuman ResourcesInformation TechnologyEnterprise SoftwareCollaborationSoftware

🗣️ Languages: English

⏳ Experience: 5+ years

Requirements:
  • Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.
  • Proven experience (5+ years) in a customer success or account management role in a B2B SaaS environment (this is a must).
  • Demonstrated track record of managing complex client relationships and driving customer success initiatives.
  • Strong analytical skills with the ability to interpret data and trends to inform decision-making.
  • Excellent communication and presentation skills, with the ability to effectively articulate complex concepts to both technical and non-technical audiences.
  • Strategic thinker with a proactive and solution-oriented approach to problem-solving.
  • Team player with strong leadership abilities and a passion for mentoring and developing others.
Responsibilities:
  • Build and maintain strong relationships with key clients, serving as their trusted advisor.
  • Proactively engage with clients to understand their business objectives and challenges.
  • Act as the primary point of contact for escalations and issue resolution, ensuring timely and effective resolution of client concerns.
  • Develop and implement strategic account plans to drive customer success and maximize value for both the client and the company.
  • Identify opportunities for upselling and cross-selling additional products or services to existing clients.
  • Collaborate with internal teams, including sales, product management, and support, to align strategies and ensure seamless delivery of solutions to clients.
  • Assess the health of client accounts by tracking product adoption and usage patterns.
  • Identify potential risks to customer satisfaction and retention.
  • Develop and implement risk mitigation plans to proactively address issues and minimize churn.
  • Collaborate with internal teams to ensure the timely resolution of any identified risks or challenges impacting customer success.
  • Champion the voice of the customer within the organization, advocating for enhancements to products or processes based on client feedback and insights.
  • Work closely with the product development team to prioritize feature requests and enhancements that align with customer needs and objectives.
  • Track and analyze key performance metrics related to customer satisfaction, retention, and expansion.
  • Generate regular reports and presentations to communicate VoC, performance trends, opportunities, and challenges to internal stakeholders and senior management.
  • Provide guidance and mentorship to junior members of the customer success team, helping them develop their skills and achieve their goals.
  • Foster a collaborative and supportive team environment, encouraging knowledge sharing and best practices.
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