Senior Customer Success Manager
New
J
JobgetherSaaS Technology
CanadaFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementData AnalysisStakeholder managementCustomer SuccessSaaSAccount ManagementRelationship managementCRM
Requirements
- Experience independently managing a portfolio of customers, including enterprise, mid-market, and commercial accounts.
- Proven ability to own customer retention and renewal outcomes.
- Experience building relationships with senior and executive-level stakeholders.
- Demonstrated ability to identify and mitigate churn risks proactively.
- Experience translating customer usage data and account insights into business-value narratives.
- Experience identifying expansion opportunities and partnering with Sales teams through the commercial process.
- Strong communication and collaboration skills, with the ability to influence teams without direct authority.
- Technical aptitude and ability to quickly learn new software platforms and explain solutions to non-technical audiences.
- Experience using CRM, customer success, project management, or data management tools.
Responsibilities
- Build and maintain trusted relationships with key customer stakeholders, including executive sponsors and business leaders.
- Own customer health, retention, and renewal outcomes across an assigned portfolio of accounts.
- Develop and maintain customer success plans aligned with business objectives and measurable outcomes.
- Proactively identify adoption challenges, customer risks, and opportunities for improvement before issues escalate.
- Lead structured business reviews that connect product usage, business impact, and ROI opportunities.
- Guide customers through product updates, platform changes, and evolving business needs with proactive communication.
- Identify expansion opportunities through usage insights and customer conversations, creating strong business cases for Sales teams to close.
- Represent the voice of the customer by sharing feedback, trends, and improvement opportunities with internal teams.
- Collaborate with Sales, Product, Engineering, Support, Professional Services, and Marketing to resolve customer needs and improve customer experience.
- Maintain accurate customer information using CRM, project management, and customer success tools.
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