Senior Customer Success Manager

Specright; Oregon; Hybrid; USD 100,000 - 140,000; Full time

Job summary

Specright is hiring a Senior Customer Success Manager to drive adoption and value for strategic customers. You will negotiate with executives, articulate Specright's value, and coach teams on how to apply the product to achieve business goals.

You will own the customer journey post-implementation through renewal, collaborate with sales on expansion, and lead executive workshops to justify continued adoption. This role is remote and travel may be required.

Qualifications

• 5+ years of experience in a senior Account Manager or CSM role.
• Experience in SaaS account management or strategy consulting is a plus.
• Bachelor's degree from a four-year institution.
• Ability to navigate complex customer organizations effectively.
• Experience delivering executive-level presentations.
• Proven experience managing large, complex SaaS project implementations.
• Excellent presentation, written, and oral communication skills.

Responsibilities

• Own the full end-to-end customer journey from deployment to renewal.
• Develop trusted advisor relationships with customer executives and decision makers.
• Engage customers through workshops and executive business reviews to demonstrate ROI.
• Drive product adoption and best practices to maximize value.
• Foster a community among Specright customers for sharing best practices.
• Identify opportunities and collaborate with sales to drive growth and retention.
• Assess customer requirements and adoption to optimize rollout and usage.
• Lead ongoing feature enablement and industry best practices dissemination.
• Mentor peer CSMs and guide the client services organization.
• Travel up to 30% for strategic on-site engagements with leadership.

Skills

Senior CSM

SaaS mgmt

Executive presents

Relationship mgmt

Travel 30%

Education

Bachelor's degree

Job description

Specright is the first purpose-built, patented platform for Specification Management. Whether it's packaging, raw materials, formulas, products, or machines, Specright helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. Specright serves customers across industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more.

Role Overview

Specright is looking for a Senior Customer Success Manager to drive customer adoption and success within a defined set of strategic customers. This individual should be comfortable at both consulting with and negotiating with C level executives, backed by a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire and sell the future of Specright to encourage adoption and expansion. As a trusted advisor and coach, the Senior Customer Success Manager determines how Specright's product can be effectively applied to support achievement of a company's strategic business goals.

Key Responsibilities

• Own the full end to end customer journey and relationship post-implementation all the way through to renewal
• Develop a trusted advisor relationship with customer executive sponsors and decision makers such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Specright solution to be realized
• Engage customers through workshops and EBRs to identify the key business objectives and outcomes that will reduce time to value and justify Specright through increased levels of business ROI
• Establish and oversee the customer's product adoption, feature training and development of best practices to continually drive incremental value and return on the customer's investment
• Facilitate the development of a community of like Specright customers, routinely sharing best practices and leveraging lessons learned
• Identify and grow opportunities and collaborate with sales teams to ensure growth attainment and customer retention / renewals
• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to Specright roll out and adoption
• Drive ongoing key feature enablement
• Disseminate application and vertical best practices to each customer's industry
• Serve as a mentor to peer CSMs and wider Client Services organization teams
• Ability to travel up to 30% of time in role to conduct strategic EBR customer onsites with senior Specright leadership

Preferred Experience

• 5+ years relevant work experience in a senior Account Manager or CSM type role, with at least two years supporting large strategic type customers
• Experience in SaaS account management or strategy consulting a plus
• Bachelor's degree from a four year institution
• Ability to navigate complex customer organizations effectively
• Experience delivering highly effective executive-level presentations
• Proven experience managing large, complex SaaS project implementations
• Excellent presentation, written, and oral communication skills

Ideal candidates have:

• Desire to work in a highly fast paced environment where we are rapidly building out the Strategic customer motion at Specright. This role will have significant influence on workstreams to evolve the segmentation and engagement strategy for the customer lifecycle.
• Prior experience working with complex products that tie into the Salesforce ecosystem
• Working at companies that are in or tangentially related to the Spec Management or Packaging industries

We are an energetic company with an entrepreneurial, informal, versatile, intelligent, and fast-paced culture. We are a 100% remote company and promote an open and relatively flat organization with an emphasis on collaboration, sharing ideas, and information. It's more important to innovate than to worry about making mistakes.

Specright is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.