Senior Customer Success Manager

Jobgether; United States; Remote; USD 83.000 - 112.000; Vollzeit

Benefits dieser Stelle

Unlimited vacation

Health insurance

401(k) with match

Student debt assistance

Tuition reimbursement

Remote-friendly role

Life & disability insurance

Education support

AI-powered tools

Zusammenfassung

Jobgether seeks an experienced Customer Success professional to own issue resolution, drive customer success, and coordinate with Sales, Marketing, and Support in a fully remote United States-based role.

You will manage customer feedback in Gainsight, develop product expertise, and mentor junior team members while upholding information security practices and continuously improving processes.

Qualifikationen

• Six+ years of experience in customer support, success, or related fields.
• Bachelor's degree is preferred.
• Strong product/service knowledge and customer focus.

Aufgaben

• Own customer issue resolution and ensure clear communication until resolution.
• Drive customer success by building strong relationships and anticipating needs.
• Coordinate cross-functional activities with Sales, Marketing, Support to align priorities.
• Manage customer feedback using Gainsight to track follow-ups.
• Develop product expertise to provide relevant guidance and support.
• Improve engagement processes and mentor junior team members.
• Promote transparency and collaboration across internal teams.
• Support information security and protect company resources.
• Embrace continuous learning and AI-powered tools to boost efficiency.

Kenntnisse

Customer success

Communication

Leadership

Mentoring

Analytical thinking

Problem solving

Adaptability

Security awareness

Remote collaboration

Language skills

Ausbildung

Bachelor's degree

Tools

Gainsight

Jobbeschreibung

Accountabilities

• - Own customer issue resolution: Take responsibility for customer requests and follow-up processes, ensuring issues are addressed effectively and customers receive clear communication until resolution.
• - Drive customer success: Build strong customer relationships, anticipate customer needs, and promote positive experiences that support satisfaction, engagement, and long‑term success.
• - Coordinate cross-functional activities: Work closely with Sales, Marketing, Support, and other internal stakeholders to resolve customer challenges, align priorities, and deliver consistent service.
• - Manage customer feedback and requests: Use the Gainsight platform to track customer inputs, monitor follow-up activities, and ensure that customer needs are appropriately addressed.
• - Develop product expertise: Maintain an advanced understanding of products, services, customer segments, and internal processes to provide relevant guidance and effective support.
• - Improve customer engagement processes: Identify opportunities to streamline workflows, enhance communication, and recommend process improvements that strengthen the overall customer experience.
• - Mentor team members: Support junior customer success representatives by sharing knowledge, answering questions, explaining internal processes, and promoting best practices.
• - Promote transparency and collaboration: Act as a bridge between customers and internal teams, keeping stakeholders informed and encouraging continuous improvement in service delivery.
• - Support information security: Follow established information security policies and safeguard company information and IT resources in accordance with assigned responsibilities.
• - Embrace continuous learning: Stay informed about evolving customer success practices and leverage appropriate AI‑powered tools and technologies to improve efficiency, decision‑making, and customer outcomes.

Requirements

• - Professional experience: At least six years of experience in customer support, customer success, customer engagement, or a related field.
• - Education: A bachelor's degree is preferred.
• - Product and service expertise: Strong knowledge of software products, services, customer needs, and the processes required to deliver effective customer support and engagement.
• - Customer relationship management: Demonstrated ability to take ownership of customer issues, manage expectations, communicate progress, and drive matters through to resolution.
• - Cross-functional collaboration: Experience working with teams such as Sales, Marketing, and Support to coordinate solutions and deliver a consistent customer experience.
• - Technical proficiency: Familiarity with customer success platforms and tools; experience using Gainsight is preferred.- Communication skills: Excellent written and verbal communication, active listening, problem‑solving, and interpersonal skills, with the ability to communicate clearly with customers and internal stakeholders.
• - Leadership and mentoring: Ability to support junior colleagues, share knowledge, answer process‑related questions, and contribute to a positive and collaborative team environment.
• - Analytical and organizational skills: Strong attention to detail, effective prioritization, and the ability to manage multiple customer requests while ensuring timely follow‑up.
• - Continuous improvement mindset: Ability to recognize process gaps, recommend practical improvements, and adapt to evolving customer needs and business priorities.
• - Language skills: Additional language proficiency is an advantage and may help support a broader customer base.
• - Security awareness: Commitment to protecting confidential information and following appropriate information security practices.
• - Adaptability: Comfortable working independently in a remote environment while collaborating across teams and embracing new technologies and responsible AI adoption.

Benefits

• - Competitive salary: Annual gross salary ranging from $83,000 to $112,050 , before taxes, depending on relevant qualifications and experience.
• - Unlimited vacation: Unlimited vacation time, alongside paid holidays and sick leave.
• - Healthcare and wellness: Health and wellness coverage options for employees and their eligible dependents.
• - Life and disability insurance: Coverage options designed to provide additional financial protection.
• - Retirement savings: Access to a Fidelity 401(k) plan and Roth retirement savings options, with employer matching contributions.
• - Student debt assistance: Monthly student debt benefit program.
• - Professional development: Opportunities for leadership development, skills training, and continuous learning.
• - Education support: Tuition reimbursement and certificate reimbursement programs.
• - Remote work flexibility: A remote position based in the United States, offering flexibility in how you organize your work.
• - Inclusive workplace: A commitment to diversity, equity, inclusion, and creating an environment where employees feel respected and supported.
• - AI‑enabled innovation: Opportunities to use appropriate AI‑powered tools and technologies to improve productivity, decision‑making, and professional impact.