Senior Customer Success Manager - ILM
New
Based in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Account ManagementCross-functional collaborationRelationship managementCustomer SuccessSaaS
Requirements
- 3+ years of experience in customer-facing roles such as Customer Success, Account Management, or SaaS Support within a B2B environment.
- Demonstrated ability to manage complex customer relationships and consistently drive retention and satisfaction outcomes.
- Strong capability to identify, assess, and mitigate customer risk through proactive engagement and structured planning.
- Experience collaborating across product, engineering, and support teams to resolve issues and improve customer experience.
- Excellent communication skills, including written, verbal, and presentation abilities for both technical and non-technical audiences.
- Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously.
- Collaborative mindset with the ability to operate effectively in fast-paced, evolving environments.
Responsibilities
- Manage post-implementation customers to ensure successful onboarding completion, platform adoption, and sustained product usage aligned with business goals.
- Develop and maintain tailored customer success plans outlining objectives, KPIs, timelines, risks, and strategic recommendations.
- Conduct quarterly business reviews, roadmap discussions, and customer visits to reinforce value, support renewals, and identify expansion opportunities.
- Serve as the primary escalation point for customer issues, ensuring timely resolution while maintaining strong relationship continuity.
- Partner with product and engineering teams to communicate customer needs, influence enhancements, and support continuous product improvement.
- Monitor account health, proactively identify churn risks, and implement mitigation strategies to ensure strong retention outcomes.
- Maintain clear communication with customers regarding updates, process changes, and platform enhancements.
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