This is a remote position.
We are looking for a Senior Customer Success Manager to take ownership of the customer
journey from contract signing through onboarding, implementation, and long-term
success. You will act as the key point of contact, ensuring smooth project management,
effective onboarding, and dedicated hyper-care support for the first 3-6 months post-implementation.
• Post-Sales Ownership: Manage the transition from Sales to Customer Success, ensuring
a seamless handoff.
• Project Management: Lead implementation timelines, coordinating cross-functional
teams to meet customer objectives.
• Onboarding & Adoption: Guide customers through onboarding, ensuring they
understand the platform’s full capabilities.
• Hyper-Care Support (First 3-6 Months): Provide high-touch support, proactively
addressing challenges and optimizing usage.
• Long-Term Success: Develop customer success plans, monitor key adoption metrics,
and drive value realization.
• Retention & Expansion: Identify upsell/cross-sell opportunities and work with the sales
team to expand customer accounts.
• Customer Advocacy: Serve as the voice of the customer, providing feedback to Product
and Support teams for continuous improvement.
Requirements
Qualifications & Prior Experience
• 5+ years of experience in Customer Success, Implementation, or Account Management
in a SaaS environment.
• Strong project management skills, with experience leading onboarding and
implementation initiatives.
• Excellent relationship-building, communication, and problemsolving abilities.
• Familiarity with customer success tools (e.g., Gainsight, Salesforce, HubSpot) and
project management software.
• Ability to analyze customer data and proactively mitigate churn risks.
Competencies
• Excellent written and verbal communication skills
• Good time management and self-management skills.
• Attention to detail.
• Positive mindset, initiative and ability to work within a team environment. Prompt and
responsive.
• Very good computer skills including proficient in Microsoft office suite