Senior Customer Success Manager

Fluency in English. 2-3 years relevant work experience in customer success, account management, digital consultancy, or project management, preferably in a SaaS business. Experience working with a portfolio of accounts supporting a highly technical product. Demonstrated ability to establish relationships, build credibility, present, and communicate effectively at all organizational levels. Ability to set priorities, drive decisions, and achieve closure on recommendations and issues. Ability to influence others toward continuous improvement. Experience successfully managing customer engagements to completion and satisfaction. Excellent presentation, written, and verbal communication skills. Proven time management skills with the ability to prioritize tasks.

Drive customer adoption, value realization, retention, and growth. Conduct product trainings for users. Partner with Solutions Architects on implementation project management and technical requirements. Provide proactive recommendations to optimize platform use. Maximize product feature adoption and value. Document and articulate ROI of the solution. Identify and mitigate churn risks with AEs and Renewal AEs. Identify opportunities for customer partnership expansion. Analyze churned accounts and identify reasons for churn. Ensure quick resolution of account issues by utilizing cross-functional teams. Provide internal feedback as the voice of the customer. Track key account metrics.