Senior Customer Success Manager
New
Based in the United StatesFull-TimeSenior
SalaryCompetitive compensation package aligned with experience
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisAccount ManagementCRMCustomer SuccessSaaSGenerative AI
Requirements
- 5+ years of experience in Customer Success, Account Management, or similar roles within the SaaS industry.
- Strong experience working with CCaaS, conversational AI, or AI-driven customer engagement platforms.
- Proven track record of driving customer retention, expansion, and measurable business outcomes.
- Strong understanding of enterprise SaaS business models and customer lifecycle management.
- Ability to engage confidently with executive-level stakeholders and communicate complex solutions clearly and persuasively.
- Strong analytical skills with experience using CRM and customer success tools to track performance and identify opportunities.
- Structured, data-driven approach to problem-solving and customer strategy development.
- Excellent interpersonal and relationship-building skills with a strong customer-first mindset.
- Ability to work collaboratively across technical and non-technical teams in a fast-paced environment.
- Willingness to travel up to 20% within the United States.
- Genuine interest in AI technologies and their application in improving customer experience outcomes.
Responsibilities
- Own and manage a portfolio of enterprise customers, ensuring successful onboarding, adoption, retention, and expansion of AI-driven customer experience solutions.
- Act as a strategic advisor to senior customer stakeholders, guiding them on how to maximize business value and ROI from conversational AI and CCaaS platforms.
- Lead structured discovery sessions to understand customer goals, define success metrics, and align solutions with business outcomes.
- Conduct executive business reviews, presenting performance insights, value realization, and strategic recommendations to drive long-term partnerships.
- Identify expansion opportunities and support renewal and upsell motions in close collaboration with sales teams.
- Partner cross-functionally with product, engineering, and implementation teams to ensure smooth delivery and continuous improvement of customer solutions.
- Develop and execute customer success plans focused on adoption, engagement, and measurable impact.
- Advocate for customers internally by sharing feedback, influencing product direction, and improving overall customer experience.
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