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Sr. Customer Success Manager
assent
Toronto, CAN
Full-time
Onsite
Discovered 1 weeks ago
Customer success managementProject managementConsultative customer managementStakeholder managementRegulatory complianceMicrosoft Excel
Free
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Customer success managementProject managementConsultative customer management
Role Overview
The Senior Customer Success Manager delivers services to customers on purchased programs and manages complex projects from planning through completion.
The role focuses on customer program success, exceptional service, subscription value, customer health, adoption, retention, and growth.
Key Skills for This Role
Customer success managementProject managementConsultative customer managementStakeholder managementRegulatory complianceMicrosoft Excel
Full Job Posting
Role Overview
The Senior Customer Success Manager delivers services to customers on purchased programs and manages complex projects from planning through completion.
The role focuses on customer program success, exceptional service, subscription value, customer health, adoption, retention, and growth.
Responsibilities
- Develop customer relationships as a trusted advisor throughout the customer lifecycle.
- Define compliance programs, coordinate execution, and support client milestones with Program Support teams.
- Manage assigned accounts, customer health, performance metrics, success measures, and renewal activity.
- Lead strategic planning sessions and Executive Business Reviews to identify needs, gaps, and next steps.
- Analyze program results and supply chain responsiveness to identify strategies and improvement opportunities.
- Collaborate with Professional Services on implementation configuration, check-ins, and client success.
- Guide colleagues on escalations, support new team members, and lead special process-improvement projects.
- Coordinate platform permissions, maintain CRM records, and collaborate internally on product and process improvements.
Requirements
- 6+ years of experience in customer success, project management, and/or consulting roles.
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