Senior Customer Success Manager

ClientSuccess; Connecticut; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Professional growth

Collaborative culture

Impactful work

Job summary

ClientSuccess, a leading Customer Success Management platform, is seeking a Senior Customer Success Manager to manage a portfolio of 50-70 high-engagement customers and ensure value delivery across the customer journey.

You will drive adoption and retention, identify upsell opportunities, and collaborate with sales and product teams in a fast-paced environment to deliver measurable business impact for our customers and our company.

Qualifications

• 4+ years as a Customer Success Manager in a high-engagement environment.
• Experience managing a portfolio of 50-70 customers with a proven track record.
• Must have experience using a Customer Success Management Platform.
• Comprehensive knowledge of Customer Success best practices.
• Excellent communication skills with the ability to articulate complex ideas clearly.
• Strong follow-up skills to ensure customer needs are met.
• Proven project management experience, able to lead multiple projects.
• Ability to thrive in a fast-paced, dynamic environment.
• Strong problem-solving mindset.

Responsibilities

• Manage a portfolio of 50-70 customers, ensuring value delivery.
• Develop and maintain trusted customer relationships with high engagement.
• Identify upsell and cross-sell opportunities, collaborating with Sales and Product teams.
• Lead and manage ongoing projects, coordinating onboarding and renewals.
• Maintain proactive communication, collect feedback, and address concerns.
• Identify at-risk accounts and develop churn-reduction strategies.
• Act as a customer advocate to inform product and leadership decisions.
• Track and report on key customer success metrics such as health, satisfaction, and retention.

Skills

Customer success

Portfolio management

Communication skills

Project management

Problem solving

Fast-paced environment

Tools

CSM Platform

Job description

Company Overview

ClientSuccess is a leading Customer Success Management platform that empowers companies to foster strong relationships with their customers, drive retention, and grow recurring revenue. Our mission is to help customer success teams deliver value at every stage of the customer journey. We are looking for a dynamic Senior Customer Success Manager to join our team and contribute to our customer-centric vision.

Job Overview

As a Senior Customer Success Manager at ClientSuccess, you will play a pivotal role in managing and nurturing a portfolio of 50-70 high-engagement customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, project management, and industry best practices to deliver exceptional results and drive customer value.

Key Responsibilities

• Customer Management: Serve as the point of contact for a portfolio of 50-70 customers, ensuring their needs are met and value is continuously delivered.
• Customer Engagement: Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction.
• Retention & Growth: Proactively identify opportunities for upselling and cross-selling, working closely with sales and product teams to drive customer growth.
• Project Management: Lead and manage ongoing projects, ensuring timelines and goals are met. Partner with the Director, Success Services to manage Onboarding and Renewals.
• Communication & Follow-Up: Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing any concerns.
• Risk Management: Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention.
• Customer Advocacy: Act as a customer advocate within ClientSuccess, providing insights to product and leadership teams to enhance our offerings.
• Reporting: Track and report on key customer success metrics, including customer health, satisfaction, and retention.

Required Skills & Experience

• At least 4 years of experience as a Customer Success Manager in a high-engagement environment.
• Proven experience managing a portfolio of 50-70 customers, with a strong track record of success.
• MUST have experience using a Customer Success Management Platform.
• Comprehensive experience with Customer Success best practices.
• Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
• Strong follow-up skills, ensuring that customer needs and expectations are consistently met.
• Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving skills, with a proactive and solutions-oriented mindset.

Preferred Qualifications

• Experience working for an early stage SaaS company.
• Familiarity with customer success methodologies and best practices.
• Ability to thrive in a fast-paced, dynamic environment.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to make a significant impact on our customers and our company.

Department: Customer Success

Reports to: Chief Customer Officer