Senior Customer Success Manager, Enterprise (TOLA) - Remote

Overview

The Senior Customer Success Manager will act as the primary interface between the customer and internal teams, ensuring customer satisfaction and driving platform adoption to maximize ROI.

In Short

• Act as the voice of the customer to maximize retention and satisfaction.
• Prepare and deliver Business Reviews focused on proving ROI.
• Drive customer adoption of platform features and best practices.
• Maintain deep product knowledge to guide customers effectively.
• Establish strategic relationships with high-level stakeholders.
• Engage with customers to shape Success Planning.
• Proactively monitor customer health to address issues.
• Collaborate with internal teams to ensure customer success.
• Provide technical troubleshooting support and coordinate actions.
• Utilize case management systems and CRMs effectively.

Requirements

• 5+ years in a Customer Success Management role.
• Experience with enterprise SaaS product support.
• Strong relationship-building skills with executive-level clients.
• Analytical skills to assess customer ROI.
• Excellent communication and presentation skills.
• Technical troubleshooting experience in related fields.
• Knowledge of email security technologies.
• Experience with CRM systems like SFDC/JIRA.
• Bachelor's degree in relevant fields.

Benefits

• Competitive salary with bonus and stock options.
• Comprehensive benefits package.
• Flexible working environment.
• Opportunities for professional development.
• Supportive company culture focused on employee well-being.