Senior Customer Success Manager

Description:

Key Responsibilities

• Develop a deep understanding of customers' business models, build relationships, and serve as a trusted adviser to ensure successful partnerships.
• Create plans outlining critical success factors, metrics, targets, and recommendations to address customers' strategic goals and business challenges.
• Deliver the revenue recovery service efficiently and effectively, ensuring customer satisfaction, retention, and long-term value.
• Monitor account performance, keep projects on track, and implement structured programs to drive adoption at low-usage accounts.
• Identify and execute opportunities to increase contract value by expanding scopes and/or cross-selling other retailers or services.
• Maintain accurate forecasts of expansion revenue and renewal pipelines; report to leadership on progress vs. Targets.
• Build strong relationships with decision-makers across finance, operations, and supply chain teams to drive adoption of new services.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience, with 2+ years of Customer Success Management (CSM) experience or 3-5 years of professional business experience (Sales or Account Management).
• Experience within a SaaS environment or have SaaS clients
• Proven ability to build strong relationships with customers, including experience working with C-level and SVP-level executives and conducting executive business reviews.