Senior Customer Success Manager – Strategic

Jobtailor; Deutschland; Remote; EUR 85.000 - 120.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a strategic Senior Customer Success Manager to advise high-value, complex customers in a fast-paced SaaS environment. You will define success metrics, architect adoption plans, and drive measurable growth across the customer lifecycle.

You will lead cross-functional collaboration with Product, Marketing, Support, and CS leadership, mentor junior managers, and own renewals and expansions while using data-driven storytelling to influence roadmaps.

Qualifikationen

• 5+ years of experience managing high-value, complex customers in a fast-paced SaaS or technology environment.
• Deep product and industry understanding to translate customer needs into strategic recommendations.
• Advanced communication skills including executive-level communication and data-driven storytelling.
• Proven ability to independently manage escalations, high-risk renewals, and complex customer situations.

Aufgaben

• Serve as a strategic advisor for high-value, high-complexity customers.
• Define success metrics and architect strategic adoption plans.
• Ensure measurable customer growth throughout the lifecycle.
• Manage a high-value book of business and drive long-term retention and value realization.
• Develop value frameworks linking product adoption to measurable outcomes.
• Conduct proactive outreach using customer health analytics.
• Deliver advanced, customer-specific recommendations.
• Meet or exceed quarterly ARR retention and expansion quotas.
• Identify whitespace and future product opportunities.
• Own complex and high-risk renewals, including stakeholder alignment, objection handling, and narrative development.
• Independently de-escalate customer challenges and provide leadership with context and recommended paths forward.
• Participate in customer onboarding.
• Collaborate with Product, Marketing, Support, and Customer Success leadership.
• Mentor new Customer Success Managers.
• Demonstrate data-driven storytelling in customer and internal communications.

Kenntnisse

Customer Relationship Management

Data-Driven Storytelling

Retention and Expansion Metrics

Strategic Recommendations

High-Risk Renewals Management

Jobbeschreibung

Responsibilities

• Serve as a strategic advisor for high-value, high-complexity customers
• Define success metrics and architect strategic adoption plans
• Ensure measurable customer growth throughout the lifecycle
• Manage a high-value book of business and drive long-term retention and value realization
• Develop value frameworks linking product adoption to measurable outcomes
• Conduct proactive outreach using customer health analytics
• Deliver advanced, customer-specific recommendations
• Meet or exceed quarterly ARR retention and expansion quotas
• Identify whitespace and future product opportunities
• Own complex and high-risk renewals, including stakeholder alignment, objection handling, and narrative development
• Independently de-escalate customer challenges and provide leadership with context and recommended paths forward
• Participate in customer onboarding
• Collaborate with Product, Marketing, Support, and Customer Success leadership
• Mentor new Customer Success Managers
• Demonstrate data-driven storytelling in customer and internal communications

Requirements

• 5+ years of experience managing high-value, complex customers in a fast-paced SaaS or technology environment
• Deep product and industry understanding
• Ability to translate customer needs into strategic recommendations and influence roadmap discussions
• Advanced communication skills, including executive-level communication and data-driven storytelling
• Proven ability to independently manage escalations, high-risk renewals, and complex customer situations
• Consistent record of meeting or exceeding retention and expansion metrics, including elevated quotas
• Demonstrated leadership through mentoring, cross-functional collaboration, and contribution to process/playbook improvements
• Ability to synthesize data into actionable insightsStrong problem-solving skills and creative strategic thinking
• Comfort navigating ambiguity

Core Competencies

Demonstrates expertise in managing high-value, complex customer relationships within a SaaS environment, focusing on retention, strategic recommendations, and data-driven storytelling. Proven ability to lead cross-functional collaboration and mentor team members while driving measurable customer growth and satisfaction.

Highest-signal resume keywords

• Customer Relationship Management
• Data-Driven Storytelling
• Retention and Expansion Metrics
• Strategic Recommendations
• High-Risk Renewals Management

Hard Skills

• Customer Health Analytics
• Value Framework Development
• Success Metrics Definition
• Complex Problem Solving
• Strategic Adoption Planning

Soft Skills

• Advanced Communication Skills
• Leadership and Mentoring
• Creative Strategic Thinking
• Cross-Functional Collaboration
• Objection Handling

Industry Keywords

• SaaS
• Customer Success
• Stakeholder Alignment
• Executive-Level Communication
• Process Improvement