Senior Customer Success Manager

Position Overview

The Senior Customer Success Manager is a commercially astute and highly motivated professional who coordinates the successful end-to-end management of the customer lifecycle to ensure long-term satisfaction, accelerated net retention, Net Promoter Score (NPS), product usage, and referrals. This role requires a naturally collaborative individual who excels in a customer-focused environment and has a proven track record of partnering directly with leaders of large multinational corporations to address their governance challenges utilizing our product offerings.

Key Responsibilities

• Facilitate seamless project management throughout all phases of the customer relationship, including managing users of Brainloop's applications, such as Board Directors and Corporate Executives.
• Maintain constant communication with customers to assess satisfaction and proactively identify forthcoming needs, including recognizing opportunities for the expansion of Brainloop's products and services, which will then be communicated to the Expansion Sales team.
• Deliver an exceptional customer experience across all accounts by anticipating and resolving customer issues while managing customer accounts and systems in a manner that exceeds expectations.
• Collaborate with technical personnel as necessary to fulfill customer requirements, while effectively managing customer expectations to prevent overload or missed deadlines.
• Provide customer feedback on solutions to support the continuous improvement of Diligent products.
• Demonstrate the ability to manage multiple clients and products in an organized and meticulous fashion.
• Step in to assist with Director, Customer Success responsibilities as needed to support the team and report to management.
• Act as a liaison between various internal teams, including services, sales operations, marketing, and sales.
• Contribute to the coaching, mentoring, and talent development of the broader Customer Success team.

Required Experience/Skills

• A minimum of 5-7 years of experience in customer success is required.
• Experience in account management, sales, or technical project management is essential.
• A proven track record of exceeding quotas.
• A passion for collaboration and a profound understanding of the technology involved in Software as a Service (SaaS).
• Excellent project management expertise and experience.
• Outstanding communication skills, both written and verbal.
• Strong presentation skills and experience in engaging with C-Level Executives and Directors.
• A strong technical focus with detailed knowledge of Microsoft Office applications.
• Exceptional personal organizational skills to ensure all client commitments are fulfilled.
• A customer-centric approach, capable of delivering extremely high levels of customer satisfaction.
• Able to perform effectively under tight deadlines and challenging technical and organisational circumstances.
• Willingness to travel as required.
• Fluency in German & English language.