Senior Customer Success Manager
New
United States, Eastern Time ZoneFull-TimeSenior
Salary132,500 - 312,000 USD per year OTE
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Job Details
- Experience
- Minimum 5 years
- Required Skills
- AgileDevOpsAccount ManagementCustomer Success
Requirements
- Bachelor’s degree or equivalent experience required; advanced degree or MBA preferred.
- Minimum 5 years of experience in customer success, account management, or customer-facing technology roles.
- Proven experience managing large enterprise accounts and developing strategic customer success plans.
- Strong understanding of cloud technologies, digital transformation initiatives, and enterprise IT environments.
- Familiarity with customer success methodologies, lifecycle management, and customer adoption strategies.
- Knowledge of cloud operating models, ITIL/ITSM frameworks, Agile methodologies, and DevOps concepts.
- Excellent communication, stakeholder management, presentation, and relationship-building skills.
- Ability to collaborate cross-functionally with sales, technical, product, and support teams.
- Experience with customer success metrics such as customer lifetime value, churn reduction, and revenue expansion.
- Relevant certifications such as CCSM or cloud platform certifications are considered a plus.
Responsibilities
- Manage a portfolio of strategic customer accounts, ensuring long-term satisfaction, retention, and growth.
- Build and maintain trusted relationships with senior stakeholders and key decision-makers across customer organizations.
- Lead onboarding initiatives and define measurable success criteria to support customer adoption and engagement goals.
- Develop and execute Customer Success Plans aligned with customer objectives, timelines, and business outcomes.
- Serve as the primary escalation point for customer issues, coordinating with technical, product, engineering, and support teams for timely resolution.
- Identify upsell and cross-sell opportunities while partnering closely with sales teams to drive account expansion and revenue growth.
- Advocate for customers internally by communicating feedback, use cases, and solution gaps to improve service delivery and customer experience.
- Support customer lifecycle management through proactive engagement, strategic guidance, and operational excellence.
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