Senior Customer Success Manager
New
J
JobgetherProduct information management
Based in the United StatesFull-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Strong written and spoken English
- Experience
- 5–8+ years in Customer Success, Solution Consulting, application or product support, or another customer-facing SaaS role requiring deep product knowledge.
- Required Skills
- Data modelingCustomer SuccessSaaS
Requirements
- Have 5–8+ years in Customer Success, Solution Consulting, application or product support, or another customer-facing SaaS role requiring deep product knowledge.
- Demonstrate the ability to become a Super User or Administrator-level expert in a complex platform, or have power-user or administrator experience with a comparable solution.
- Bring experience with a PIM, DAM, MDM, PXM, or enterprise SaaS solution.
- Show curiosity and willingness to master platform functionality and work hands-on with customers to solve day-to-day challenges.
- Have experience driving product usage, defining success metrics, monitoring KPIs, and demonstrating value realization.
- Understand digital commerce and product information management concepts, including data modelling, taxonomy, enrichment, syndication, and workflows, or be able to learn them quickly.
- Have strong written and spoken English and the ability to present, teach, and influence stakeholders at different organizational levels.
- Be able to manage multiple customer accounts, maintain attention to detail, follow up consistently, and take proactive action.
- Have a bachelor’s degree or equivalent practical experience.
Responsibilities
- Own ongoing customer relationships as the primary point of contact, trusted advisor, and internal advocate.
- Develop hands-on expertise in the platform and help customers navigate features and everyday tasks independently.
- Drive post-go-live adoption by translating customer objectives into success plans with measurable milestones.
- Conduct regular business reviews to assess progress, demonstrate value, and align on customer priorities.
- Identify account risks and adoption barriers, and implement strategies to reduce churn.
- Identify expansion opportunities and collaborate with Account Management ahead of renewals and growth discussions.
- Share customer feedback, product suggestions, and adoption challenges with Product and Support teams.
- Share relevant industry knowledge through best-practice sessions and platform walkthroughs.
- Monitor escalations and technical issues affecting customer accounts, coordinating with internal teams to support resolution.
- Collaborate with Account Management, Business Solution Architects, Product, and Professional Services throughout the customer journey.
View Full Description & ApplyYou'll be redirected to the employer's site
