Senior/Principal Customer Success Manager
New
J
JobgetherCloud and SaaS
Based in United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 7+ years of experience in customer success, customer engagement, account management, or a related client-facing leadership role; 5+ years of experience working with enterprise software, cloud solutions, SaaS platforms, or technology-driven environments.
- Required Skills
- Cloud ComputingMicrosoft Power BISalesforceJiraCustomer SuccessConfluenceSaaSServiceNowAccount Management
Requirements
- 7+ years of experience in customer success, customer engagement, account management, or a related client-facing leadership role.
- 5+ years of experience working with enterprise software, cloud solutions, SaaS platforms, or technology-driven environments.
- Proven success managing strategic customer relationships and influencing senior and executive-level stakeholders.
- Strong understanding of customer lifecycle management, adoption strategies, retention, and expansion opportunities.
- Excellent written and verbal communication skills, with the ability to explain complex technical and business concepts clearly.
- Strong organizational, prioritization, and problem-solving abilities with experience managing multiple initiatives and deadlines.
- Ability to work independently, take ownership, and thrive in a fast-paced, collaborative environment.
- Experience using operational and customer management tools such as Salesforce, ServiceNow, Jira, Confluence, Power BI, Microsoft Office, Teams, or equivalent platforms.
- University degree or equivalent professional experience required.
- ITIL Foundation certification is preferred.
Responsibilities
- Own a portfolio of strategic customer relationships, providing a high-touch customer experience and guiding clients throughout their adoption, engagement, and expansion journey.
- Drive revenue growth by identifying upsell and cross-sell opportunities, increasing customer value, and minimizing churn and contract risks.
- Develop and maintain comprehensive customer success plans aligned with customer objectives, business outcomes, and technology adoption goals.
- Partner with customers to maximize solution utilization, support innovation initiatives, and connect business needs with relevant product capabilities.
- Define, monitor, and report on key customer success metrics, including retention, revenue performance, adoption indicators, and customer satisfaction.
- Lead executive-level business reviews and strategic conversations to demonstrate value, address challenges, and strengthen partnerships.
- Collect and communicate customer feedback to internal sales, product, engineering, marketing, and professional services teams.
- Maintain accurate customer documentation, share best practices, and contribute to continuous improvement of customer success processes.
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