Senior Customer Success Manager - Remote

Overview

Our client, a fast growing B2B SaaS company, in the business process improvement software space, is looking to hire a Senior Customer Success Manager in the greater NYC area. Work with well-established enterprise customers, help manage the relationship, and drive customer engagement, achieving high adoption rates, revenue expansion, lower churn rates, and customer satisfaction.

In Short

• Work directly with a portfolio of strategic enterprise customers to define success and help them drive significant value out of using our client’s product(s).
• Develop a deep understanding of customer needs, use cases, and objectives.
• Develop strategic roadmapping and change management plans.
• Build and maintain strong relationships with customer stakeholders.
• Serve as a point of escalation for key customer issues.
• Ensure high customer satisfaction and retention.
• Evangelize the capabilities of our client’s platform.
• Monitor and report on the overall well-being of customers.
• Work with the services teams to facilitate onboarding.
• Help mentor and train new Customer Success Managers.

Requirements

• 5+ years of experience in Customer Success, consulting or account management for a SaaS organization.
• Experience driving enterprise level customer engagements.
• BS / BA degree in business administration, engineering, computer science or a comparable education.
• Skillful at building long term relationships with key stakeholders.
• Great attitude, self-motivated, and passionate about customer success.
• Experience in business transformation initiatives is a plus.
• Proficiency in leading and facilitating executive meetings.

Benefits

• Health, Vision and Dental Insurance.
• 401(k) retirement savings plan, with Employer match.
• Paid Time Off.