Senior Customer Success Leader for Enterprise Accounts

Inspired Thinking Group; Nashville (TN); Híbrido; USD 90.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited PTO

20 days holiday

Health insurance

401k with employer match

Referral bonus

Discount program

Descripción de la vacante

Inspired Thinking Group is seeking a Senior Customer Success Manager to guide clients after purchase, ensuring value realization and high adoption. You will onboard, implement, train, and manage ongoing success for strategic accounts in a hybrid Nashville environment.

You will collaborate with sales, product, and support teams to align solutions with client goals, analyze usage data, and drive renewals and expansions. Strong communication and problem-solving are essential.

Formación

• 5+ years of experience in technology customer service, ideally with agency/ SaaS experience.
• 3+ years managing enterprise or strategic accounts with demonstrated success driving customer retention and account growth.
• Retail, agency, or MarTech industry experience preferred. Strong technical and non-technical project management.
• Bachelor’s degree preferred.
• Exceptional communication skills, highly organized, collaborative and detail oriented.
• Proven experience providing support to customers or providing training on company products.
• Demonstrated success in utilizing reporting tools such as Monday, Planhat, Asana, Jira and other reporting dashboards.

Responsabilidades

• Drive client adoption, satisfaction and retention through conducting an in-depth client discovery and onboarding the correct ITG solution to optimize value.
• Enable successful roll-out of our products, including participation in installation activities, training clients in product use, planning and overseeing project management, and trouble-shooting client specific product challenges.
• Analyze client usage and results data, leveraging such analysis to create and implement best practices within assigned client’s user base.
• Marshall ITG resources across the organization as needed to provide client product support.
• Improve customer service experience, create engaged customers, and facilitate organic growth through an understanding of ITG’s products.
• Manage client satisfaction through client input, KPIs, or net promoter score.
• Identify opportunities for clients to act as ITG product advocates (e.g. testimonials, case studies, etc.).
• Collaborate closely with sales to support pilot customers, renewals, and expansion opportunities.
• Ability to present to key stakeholders.
• Maintain cadence of communication to clients about their product adoption trends, user sentiment, and sharing user success stories and best practices.
• Represent the voice of the client to inform and influence sales processes and our product roadmap.

Conocimientos

Client relationship management

Account management

Project management

Training & enablement

Educación

Bachelor’s degree preferred

5+ years in tech customer service

Herramientas

Monday

Planhat

Asana

Jira

Descripción del empleo

Inspired Thinking Group is seeking a Senior Customer Success Manager to guide clients after purchase, ensuring value realization and high adoption. You will onboard, implement, train, and manage ongoing success for strategic accounts in a hybrid Nashville environment.

You will collaborate with sales, product, and support teams to align solutions with client goals, analyze usage data, and drive renewals and expansions. Strong communication and problem-solving are essential.