Senior Customer Success Manager
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Key skills for this role
About the Role
Manage customer relationships, drive adoption and growth, identify risks, mentor team members, and ensure customer success through strategic planning and execution.
Key Skills for This Role
Full Job Posting
Strategic Customer Ownership
- Own the customer relationship from post-signature through adoption, growth, and maturity
- Serve as the primary operational point of contact for customers
- Develop and execute customer success plans aligned with business and regulatory objectives
- Lead cadence calls, health reviews, and Executive Business Reviews
Customer Health, Risk & Retention
- Monitor and manage customer health using defined KPIs (TTFV, usage, health score, CSAT, NPS)
- Proactively identify churn risks and define mitigation plans
- Escalate issues in a structured and timely manner
- Ensure no-surprise renewals through early risk visibility
Adoption & Value Realization
- Drive consistent and deep adoption of FOCAL within contracted scope
- Support customers in optimizing workflows and configurations
- Guide customers toward advanced use cases and best practices
Growth & Expansion Signals
- Identify and document expansion, upsell, or cross-sell opportunities
- Partner with Sales to position growth opportunities effectively
- Contribute to case studies, references, and advocacy initiatives
Leadership & Mentorship
- Mentor Junior CSMs and contribute to onboarding new team members
- Provide feedback on processes, tooling, and customer experience improvements
- Act as a role model for structured, proactive Customer Success
Success Indicators
- Majority of portfolio consistently Green in health status
- Strong CSAT and NPS performance across owned accounts
- Reduced churn risk and effective escalation management
- Documented expansion opportunities generated from the customer base
- Positive feedback from customers and internal stakeholders
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