Senior Customer Success Manager
New
M
M-FilesDocument Management
United States, CST/EST PreferredFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementAnalytical SkillsAccount ManagementStakeholder managementCRMCustomer SuccessSaaS
Requirements
- Demonstrated experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing SaaS role.
- Experience managing strategic, enterprise, or complex customer relationships.
- Experience conducting Executive Business Reviews and engaging with executive-level stakeholders.
- Strong understanding of SaaS business models, subscription renewals, customer adoption, and retention strategies.
- Strong business acumen with the ability to align customer objectives to measurable business outcomes.
- Exceptional verbal, written, presentation, and relationship management skills.
- Strong organizational, project management, and stakeholder management capabilities.
- Ability to influence and lead through collaboration across multiple teams and functions.
- Strong analytical and problem-solving skills.
- Experience mentoring, coaching, or informally leading peers.
- Experience working with CRM systems, customer success platforms, and customer health methodologies.
Responsibilities
- Manage a portfolio of strategic and complex customer accounts with responsibility for adoption, customer satisfaction, retention, and renewal readiness.
- Develop and maintain trusted advisor relationships with customer stakeholders and executive sponsors.
- Conduct Executive Business Reviews (EBRs) and strategic account reviews with customer stakeholders.
- Monitor customer health, engagement, adoption, and value realization metrics to identify opportunities and risks.
- Partner with Account Executives to identify expansion opportunities and support customer growth initiatives.
- Lead complex customer escalations and facilitate resolution across internal stakeholders.
- Contribute to the development and continuous improvement of Customer Success methodologies, playbooks, and best practices.
- Provide mentorship, coaching, and guidance to Customer Success Managers and other team members.
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