Senior Manager - Customer Success - IT (8-10 yrs)

Senior Manager - Customer Success

Responsibilities:

- Oversee the onboarding process for new enterprise clients, ensuring smooth implementation and adoption of our solutions.

- Build and maintain strong, long-term relationships with key stakeholders at client organizations, including C-level executives.

- Act as the voice of the customer within the company, advocating for their needs and providing feedback to product and engineering teams.

- Work closely with clients to understand their business goals and help them achieve measurable value from our products/services.

- Drive product adoption and engagement by providing training, best practices, and ongoing support.

- Proactively identify and mitigate risks to customer churn.

- Manage the renewal process and ensure high renewal rates.

- Identify opportunities for upselling and cross-selling within existing accounts.

- Monitor customer satisfaction and proactively address any concerns.

- Conduct regular business reviews with clients.

- Gather customer feedback and share it with relevant teams to improve product development and customer experience.

- Collaborate closely with sales, marketing, product, and engineering teams to ensure seamless customer experience.

- Track and analyze key customer success metrics, such as customer satisfaction, retention rate, and expansion revenue.

- Provide regular reports to management.

- Mentor and guide junior Customer Success Managers.

Required Skills and Experience:

- Master's degree in Business Administration, Marketing, or a related field.

- 8+ years of experience in customer success, account management, or a related role, preferably in a B2B SaaS environment.

- Proven track record of building and maintaining strong customer relationships.

- Excellent communication, interpersonal, and presentation skills.

- Strong analytical and problem-solving skills.

- Ability to work independently and as part of a team.

- Experience with CRM software (salesforce).

- Deep understanding of customer success principles and best practices.

- Experience working with enterprise clients.