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Senior Customer Success Manager

Posted 11 days agoViewed

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💎 Seniority level: Senior, 5+ years

📍 Location: Canada

💸 Salary: 92000.0 - 110000.0 USD per year

🔍 Industry: SaaS

🏢 Company: Procurify👥 101-250💰 $20,000,000 7 months agoCloud ComputingSaaSSupply Chain ManagementEnterprise SoftwareFinTechSoftwareProcurement

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: LeadershipSQLCommunication SkillsCustomer serviceRESTful APIsNegotiationPresentation skillsAccount ManagementCross-functional collaborationRelationship managementSales experienceStakeholder managementChange ManagementCustomer SuccessSaaS

Requirements:
  • 5+ years of Customer Success experience in SaaS, with a track record of managing and growing a high-value book of business.
  • Proven ability to build executive-level relationships and navigate complex customer organizations.
  • Strong experience leading multi-stakeholder implementations, rollouts, and change management initiatives.
  • Comfortable managing escalations and turning challenges into opportunities for growth.
  • A data-driven, strategic thinker who proactively identifies risks and opportunities to drive retention and expansion.
  • Excellent communication, negotiation, and presentation skills, with the ability to influence and drive action.
  • Passion for customer success, with a customer-centric mindset and a problem-solving attitude.
  • Experience in procurement, AP automation, or fintech industries is a plus.
Responsibilities:
  • Own and grow a strategic book of business valued at $2M+, ensuring customer retention, expansion, and long-term success.
  • Build and nurture long-term executive-level relationships to drive customer advocacy, adoption, and expansion opportunities.
  • Provide strategic guidance across onboarding, integrations, platform configuration, and ongoing engagement
  • Act as a trusted advisor, providing data-driven insights and strategic guidance to customers to help them achieve their business objectives.
  • Proactively improve customer health by continuously showing value and outcomes achieved, identifying and mitigating risks, managing escalations with confidence and implementing retention strategies.
  • Drive cross-functional collaboration, aligning customer needs with product, sales, and support teams to improve customer outcomes.
  • Identify and execute upsell and expansion opportunities to maximize customer value and contribute to revenue growth.
  • Advocate for customer needs while balancing business objectives, ensuring mutually beneficial outcomes.
  • Serve as a subject matter expert on best practices for procurement, AP automation, and spend management.
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