Senior Customer Success Manager - Remote

Overview

The Senior Customer Success Manager will lead G2RS’s Customer Success function in the United States, driving satisfaction, retention, and growth while managing a high-performing Customer Success team.

In Short

• Lead, mentor, and develop the Customer Success team.
• Set and track KPIs for exceptional client service.
• Serve as main contact for clients, fostering strong relationships.
• Conduct usage and performance reviews.
• Manage escalations and coordinate timely resolutions.
• Oversee the customer lifecycle from onboarding to renewal.
• Identify upselling and cross-sell opportunities.
• Deliver QBRs to highlight value and address concerns.
• Create and maintain advanced Excel reports.
• Collaborate with internal teams using Jira.

Requirements

• 5+ years in Customer Success or Account Management.
• Proven leadership in managing high-performing teams.
• Experience with complex accounts and client health management.
• Advanced Microsoft Office skills, especially Excel.
• Familiarity with Jira for project tracking.
• Proficiency with CRM platforms like HubSpot or Salesforce.
• Exceptional negotiation and communication skills.
• Bachelor’s degree in relevant field preferred.

Benefits

• Comprehensive benefits package including medical, dental, and vision.
• Paid Time Off.
• 401(k) plan.
• Potential for annual bonus.