Senior Customer Success Manager
New
O
Observe.AIAI Customer Experience
Remote-USFull-TimeSenior
Salary$133,000-$159,000 Range per annum
Apply NowOpens the employer's application page
Job Details
- Experience
- 5-7 years
- Required Skills
- Project ManagementData AnalysisAccount ManagementChange ManagementCustomer SuccessSaaS
Requirements
- 5-7 years of experience owning clients in a CSM capacity for a SaaS solution
- Proven track record of managing enterprise-level or strategic customer accounts
- Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management
- Ability to uncover customer business needs and align SaaS product usage to meet those needs
- Ability to build trusted relationships at all organizational levels
- Excellent communication, presentation, and interpersonal skills
- Proactive problem-solving abilities with strong organizational and project management skills
- Data-driven, process-oriented mindset with experience up-leveling products, processes, or people
- Ability to thrive in a fast-paced, dynamic startup environment
Responsibilities
- Drive process change and product adoption through change management, executive level relationships, project management, and training enablement
- Monitor customer health across the customer journey and take data-driven actions to influence the right behavior
- Conduct Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
- Champion and own customer retention and partner with Account Managers on upsells
- Advocate for customer needs and educate them on adopting new features
- Collaborate internally and externally to solve customer pain points
- Contribute to growing and scaling the Customer Success organization
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