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Senior Customer Success Manager
Posted 1 day agoViewed
💎 Seniority level: Senior
🔍 Industry: B2B SaaS
🗣️ Languages: English
Requirements:
- Strong executive communication and stakeholder management skills.
- Ability to navigate complex customer organisations and drive multi-threaded relationships.
- Proficiency in customer success metrics and business impact storytelling.
- Expertise in renewals, expansion strategies, and risk mitigation.
- Comfortable working in a fast-paced, evolving SaaS environment.
- Extensive experience in Customer Success within B2B SaaS.
- Proven track record of managing strategic accounts and driving retention & growth.
- Trusted advisor, skilled in delivering executive-level presentations and success narratives.
Responsibilities:
- Own a portfolio of mid-to-large strategic customers, ensuring high adoption, retention, and satisfaction.
- Lead Executive Business Reviews (EBRs) and executive-level engagements to demonstrate ROI and business impact.
- Develop and execute tailored success plans that align TheyDo’s platform with customer objectives.
- Act as a strategic advisor, guiding customers in realising value from TheyDo
- Monitor customer health metrics and proactively address risks to prevent churn.
- Identify expansion opportunities within your accounts and partner with Sales to drive upsell and cross-sell initiatives.
- Build multi-threaded relationships within customer organisations to increase engagement across teams.
- Collaborate with Product to gather/provide customer feedback
- Work with Marketing to develop customer success stories and advocacy opportunities.
- Contribute to the development of customer success best practices to improve team efficiency and outcomes.
- Mentor and support newer CSMs by sharing insights and guiding account strategies.
- Actively lead cross-functional projects with Sales, Product, and Marketing teams.
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