Sr. Customer Success Manager

Description

• Become a product expert including the technical knowledge and practical business applications
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
• Keep customers informed of process and procedural changes
• Manage resolution of escalated customer issues
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements

• 3+ years of customer-facing type experience or equivalent with a track record of service excellence and best practices
• Success managing customer relationships at a software or SaaS company
• Proactive approach with a demonstrated capability to identify and mitigate risk
• Experience working across multiple, internal teams to resolve customer issues quickly and effectively
• Previous experience with tech companies, specifically SaaS solutions
• Excellent communication skills (writing, listening, phone)
• A team player capable of high performance and flexibility working in a dynamic environment