Senior Customer Success Manager

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.