Senior Customer Success Manager
New
H
Hire HangarSaaS, Technology
South Africa - Cape Town, Quezon City, Chile - Santiago, Morocco - Casablanca, Manila, South Africa - Johannesburg, Columbia - Bogotá, Columbia - Medellín, Peru - Lima, Argentina - Buenos Aires, Ethiopia - Addis Ababa, Panama - Panama City, Morocco - Rabat, Mexico - Mexico City, US Time Zones (EST–PST)ContractSenior
Salary800 - 3,000 USD per month
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Job Details
- Languages
- English
- Experience
- At least 2 years at a senior level
- Required Skills
- SalesforceAccount ManagementCRMCustomer SuccessSaaSHubSpotGoogle WorkspaceSlackAsana
Requirements
- Minimum 2 years of experience at a senior level in Customer Success, Account Management, or related client-facing role.
- Demonstrated track record of managing and growing a portfolio of high-value, complex accounts.
- Strong commercial acumen with experience owning renewal and expansion targets.
- Exceptional relationship-building skills with ability to influence C-suite and senior stakeholders.
- Highly analytical mindset with ability to translate data into actionable insights.
- Outstanding written and verbal English communication skills.
- Prior remote work experience is mandatory.
- Proficiency with remote collaboration tools (Slack, Zoom, Google Workspace, Asana).
- Experience working with US or UK-based companies is highly preferred.
- Experience in SaaS, technology, or professional services environments is preferred.
- Familiarity with CRM platforms (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango) is preferred.
Responsibilities
- Own a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle.
- Drive customer onboarding, adoption, and ongoing engagement to ensure clients achieve their desired outcomes.
- Develop and execute tailored success plans aligned to each customer's business goals and KPIs.
- Identify expansion and upsell opportunities in partnership with the sales team, and proactively address churn risks.
- Conduct regular business reviews (QBRs/EBRs) with senior stakeholders to demonstrate ROI and align on roadmap priorities.
- Act as the voice of the customer internally, advocating for product improvements and influencing the roadmap.
- Monitor health scores, usage data, and customer sentiment to proactively intervene and drive value realization.
- Collaborate cross-functionally with Sales, Product, Support, and Implementation teams to deliver a seamless customer experience.
- Mentor junior CSMs and contribute to team best practices, playbooks, and process improvements.
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