Senior Customer Success Leader – Remote & Growth Path

Entrepreneur Cooperative; United States; Teletrabalho; USD 81 000 - 97 000; Tempo integral

Resumo da oferta

Entrepreneur Cooperative is seeking a Senior Customer Success Manager to own key client relationships, strengthen retention, and help scale a high-performing CS team. This fully remote role emphasizes proactive client engagement, strategic discussions, and delivering exceptional customer experiences.

You will lead relationships across the customer lifecycle, coach team members, and partner with Sales, Operations, Marketing, and leadership to improve onboarding and renewals.

Qualificações

• Significant experience in customer success, account management, or client services.
• Proven track record of retaining customers and building long-term relationships.
• Experience coaching or developing a team.
• Excellent verbal and written communication skills.
• Strong executive presence and ability to manage escalations.
• Strong understanding of retention and relationship management.

Responsabilidades

• Own and strengthen relationships with key customers.
• Serve as a trusted point of contact throughout the customer lifecycle.
• Conduct regular customer check-ins and strategic conversations.
• Proactively identify customer needs, challenges, risks, and opportunities.
• Drive customer satisfaction, engagement, retention, and long-term relationships.
• Identify at-risk accounts early and develop proactive retention strategies.
• Manage escalations professionally and work toward positive outcomes.
• Develop strong relationships with business owners and senior customer stakeholders.
• Track customer health, engagement, retention, renewals, and other relevant performance indicators.
• Identify opportunities to improve the overall customer experience.
• Manage, coach, and support members of the Customer Success team.
• Establish clear expectations, processes, accountability, and performance standards.
• Help develop team members into stronger client-facing professionals.
• Collaborate closely with Sales, Operations, Marketing, and company leadership.
• Improve onboarding, communication, retention, and Customer Success processes.
• Provide customer feedback and insights to internal teams.
• Help develop scalable systems as the customer base continues to grow.

Conhecimentos

Customer Success

Account Management

Team Leadership

Communication

Relationship Building

Client Retention

Escalation Management

Problem Solving

Multi-tasking

Organizational Skills

Descrição da oferta de emprego

Entrepreneur Cooperative is seeking a Senior Customer Success Manager to own key client relationships, strengthen retention, and help scale a high-performing CS team. This fully remote role emphasizes proactive client engagement, strategic discussions, and delivering exceptional customer experiences.

You will lead relationships across the customer lifecycle, coach team members, and partner with Sales, Operations, Marketing, and leadership to improve onboarding and renewals.