Senior Customer Success Manager

Supermetrics; New York (NY); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health & wellness benefits

Equity & bonuses

Flexible remote work

Generous paid time off

Personal learning stipend

Excellent equipment

Job summary

Supermetrics is seeking a Senior Customer Success Manager to lead the North American portfolio, working with US Account Executives to expand our business. You will oversee onboarding, adoption, renewals, growth, and advocacy for a portfolio of 40–60 clients and collaborate with Sales, Product, Support, and Services to deliver tailored solutions.

Responsibilities include understanding clients' goals, mitigating churn risks, and serving as a customer advocate for product feedback and roadmap

Qualifications

• Experience in SaaS, agency, or Martech industries.
• Proficiency in English for internal and customer interactions.
• Demonstrated ability to grow client relationships with focus on expansion, upselling, renewals.

Responsibilities

• Manage a portfolio of 40–60 customers.
• Oversee onboarding, adoption, renewals, growth, and advocacy.
• Collaborate with Sales, Product, Support, Professional Services, and Solutions Engineering.
• Understand clients' goals and provide tailored solutions.

Skills

SaaS/Martech experience

English proficiency

Problem solving approach

Client relationships growth

Commercial negotiation

3+ years customer success

Internal & external communication

Engage with all levels

Learning and growth mindset

Job description

• Supermetrics is looking for a Senior Customer Success Manager to join our team in the US!
• In this position, you will be responsible for overseeing the North American market while collaborating with Account Executives throughout the US to expand our business
• You will play an integral part of our customer success organization, which comprises teams across North America, EMEA & JAPAC. As a Customer Success Manager, your primary focus will be on managing a diverse client portfolio to ensure customer needs are met and problems solved.You will work closely with clients to understand their objectives and address their challenges effectively
• Manage a portfolio of clients, ranging from 40 to 60 customers, depending on location
• Oversee the entire customer lifecycle, including onboarding, adoption, renewals, growth, and advocacy
• Collaborate closely with both local and global Supermetrics teams, including Sales, Product, Support, Professional Services, and Solutions Engineering, to deliver tailored solutions and consultations to meet customer needs
• Continuously enhance your knowledge of the Supermetrics product suite and industry trends to provide valuable insights during customer interactions
• Encourage a collaborative atmosphere by offering assistance to colleagues and working towards shared objectives
• Understand clients’ business goals, challenges, and objectives to provide tailored solutions and recommendations
• Anticipate and mitigate churn risks by identifying at-risk accounts and implementing proactive retention strategies
• Serve as a customer advocate internally, representing clients’ interests and feedback to inform product enhancements and roadmap decisions

Benefits

• Health and wellness: We cover your healthcare costs, and you’ll get a wellness allowance for things like sports, massage, and meditation.
• Equity & bonuses: All full-time Supermetrics employees are owners through equity. Everyone is also part of a personal bonus or commission plan.
• Flexible remote work: Enjoy working flexibly from home and in productive and uplifting office environments. Fully remote employees get a stipend to upgrade their home office.
• Generous paid time off: We take recharging from work seriously and encourage you to take all your leave. Paid parental leave is part of the package, too, of course.
• Personal learning stipend: We offer a personal learning budget to boost your professional growth.
• Excellent equipment: You’ll get a laptop, a phone with a plan, noise-canceling headphones, plus the ergonomic equipment you need for your work. And your wifi is on us, too.
• Stellar team events: We’re known for our amazing team events, parties, and offsites. We also happily support employee-organized activities that bring teammates together.

Requirements

• Experience in SaaS, agency, or Martech industries.
• Proficiency in English, as it is the primary language used for internal communication and customer interactions.
• A capable method for overcoming difficulties, emphasizing the identification of resources and timely issue resolution.
• Demonstrated proficiency in developing and growing client relationships with a focus on expansion, upselling, and renewals.
• Proficient in commercial dealings and negotiation, along with solid organizational abilities and the skill to keep track of numerous tasks effectively.
• Minimum of 3 years of relevant experience in customer success or similar customer-centric roles.
• Effective communication skills internally and externally to nurture customer relationships.
• The ability to effectively engage and communicate with everyone, from analysts to senior leaders, is essential.
• Humble attitude and openness to learning and growth, aligning with our focus on individual and team development.