Senior Customer Success Manager

Bachelor’s degree in business or relevant field (or equivalent experience). Relevant and transferable domain knowledge and experience. Approximately 4+ years’ experience in a Software-as-a-Service (SaaS) environment working in Customer Success Management, Account Management, or similar. Experience managing a concentrated portfolio of 10-20 enterprise-scale customer accounts as a consultative partner who embeds themselves in client operations in order to drive value and ROI. Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization, influencing internal and external stakeholders towards desired outcomes. Efficient organizational skills, with a proven ability to think both strategically and tactically. Strong technical problem-solving abilities. Demonstrated communication and presentation skills, with experience preparing and effectively delivering customer presentation decks in MS PowerPoint. Proficiency using MS Excel to analyze and chart data. Influencing and negotiation skills. A team-player mindset, with a positive attitude and a record of consistently meeting commitments. Ability to travel approximately 15-20%.

Serve as a client executive advocate by coordinating distributed internal functions and resources to reach client goals and solve complex customer issues. Function as primary point of contact for all post-sales activities, including but not limited to customer onboarding, consultative guidance, change management, product training, technical support, and assigned account management activities. Cultivate customer executive relationships to reinforce the strategic positioning of solutions. Structure content and conduct regular business reviews with customer executives to review accomplishments, challenges, and reinforce business value. Establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are being attained. Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence. Understand a diverse customers portfolio and strengthen relationships through support, training, and strategic dialogue with key users and contacts. Earn the right to become a trusted advisor to customers, delivering best practices and value-added guidance with an empathetic ear. Coordinate with the product, delivery, and support teams to meet customer needs related to product enhancements and change requests. Actively monitor and promote customer product adoption and usage. Promote, communicate, and train customer on new functionality and system upgrades. Identify opportunities to increase the Corcentric product and solution footprint. Act as the internal customer advocate to ensure customer needs and requests are met. Proactively identify issues and potential concerns in the customer relationship and work to rectify these with internal resources as needed. Represent the voice of the customer and work closely with the product team for new product enhancements and feature requests. Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience.