Sr. Customer Success Manager
New
Based in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3–5 years
- Required Skills
- Data AnalysisSalesforceAccount ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- 3–5 years of experience in Customer Success or a related client-facing SaaS role, managing complex and high-volume books of business.
- Strong experience using Customer Success platforms such as ChurnZero.
- Salesforce proficiency.
- Proven ability to manage multiple stakeholders within accounts and build strong, trust-based relationships.
- Demonstrated success in handling escalations and resolving high-stakes customer issues independently and effectively.
- Strong analytical mindset with the ability to interpret customer data and translate it into actionable strategies.
- Highly autonomous and organized, with strong prioritization and time management skills.
- Experience in veterinary, healthcare, or similarly complex regulated industries is a strong plus.
Responsibilities
- Manage a complex portfolio of customer accounts, independently driving retention, engagement, and growth strategies with minimal oversight.
- Build and maintain multi-threaded relationships across veterinary practices, engaging multiple stakeholders to ensure alignment and long-term success.
- Monitor customer health data and product usage signals to proactively identify churn risks and execute retention and save strategies.
- Own customer escalations end-to-end, coordinating cross-functional teams to resolve issues and ensure customer satisfaction.
- Lead strategic business reviews that clearly demonstrate ROI, product value, and opportunities for expansion.
- Identify upsell and expansion opportunities by aligning customer needs with broader product capabilities and long-term goals.
- Share insights, best practices, and playbooks with the broader CS organization to support team enablement and continuous improvement.
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