Senior Customer Success Manager
New
MaineFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience
- Required Skills
- CoachingCustomer SuccessSaaS
Requirements
- Bachelor’s degree or equivalent experience.
- 8+ years of experience in Customer Success, Consulting, or SaaS roles.
- 3+ years of experience managing customer-facing teams in enterprise environments.
- Strong understanding of customer adoption, lifecycle management, and value realization.
- Experience engaging with senior customer stakeholders.
- Ability to operate effectively in cross-functional environments.
- Proven ability to coach teams to drive adoption and measurable customer outcomes.
- Strong operational discipline paired with a customer-first mindset.
Responsibilities
- Manage, coach, and develop a team of Customer Success Managers across enterprise segments.
- Ensure strong execution of customer engagement across onboarding, adoption, value realization, and renewals.
- Establish consistent standards for success planning, customer health, and value delivery.
- Support workload and coverage alignment based on customer needs and priorities.
- Own customer health, adoption, and retention outcomes across the assigned portfolio.
- Help teams articulate ROI, outcomes, and value to both operational and executive stakeholders.
- Act as an escalation point and sponsor for key and at-risk customers.
- Coach CSMs to act as trusted advisors rather than reactive support resources.
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