Senior Customer Success Manager

Working with the largest customers, responsible for driving customer adoption with a key focus on customer retention. The Sr. CSM should be able to articulate the value of their solution to inspire and support customer adoption, renewal, and expansion. The Sr. CSM works with customer contacts up to the CXO level, as well as internal department contacts to provide a high-touch experience for strategic customers 

 WHAT YOU’LL DO 

With limited supervision and using independent judgment: 

• Develop a trusted advisor relationship with our customer’s managers and executive sponsors to identify and engage with the Sponsor and stakeholders. 

• Increase customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary.  

• Be the single point of contact and escalation for the customer, personally helping with questions/issues. 

• Coordinate with the Services team to understand the clients on-boarding process. Ensuring customers get off to the right start.  

• Understand and articulate business value to ensure adoption and drive growth; through training, development of best practices, to ensure return on the customer’s investment and build customer advocates and champions. 

• Track customer activity to identify churn risk and work proactively to eliminate that risk.  

• Identify upsell opportunities and pass to Sales contact. 

• Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business. 

• Work closely with internal resources on escalation and resolution processes for critical customer issues. 

• Mentor and train new hires and less experienced peers. 

• Serve as a subject matter expert and go-to resource within department and outside of department. 

• Handle larger or strategic customer accounts as requested. 

• Lead special projects. 

• Perform additional duties and projects as assigned by management. 

 QUALIFICATIONS 

• Four-year degree preferred;  

• Excellent presentation, written, and oral communication skills 

• Strong interpersonal skills and experience initiating and building positive relationships 

• Strong organizational and time management skills with the ability to manage multiple projects  

• Cross functional leadership and team coordination skills 

• Proven ability to navigate difficult and complex customer concerns with ease 

• Creative problem-solver who acts confidently – spearheading solutions to problems that arise 

• Demonstrated ability to research issues in a resourceful manner prior to escalating  

• Subject matter expert in multiple brands 

• Demonstrated negotiation and persuasion skills; ability to be tenacious 

• Able and willing to travel on-site for customer visits as required by the business (up to 25%) 

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