Senior SaaS Customer Success Manager – Adoption & Growth

Sphera; United States; À distance; USD 82 000 - 130 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Dental Insurance

Vision Insurance

HSA

FSA

401(k) with match

Life Insurance

Disability Insurance

Critical Illness

Accident Insurance

Hospital Indemnity Insurance

Paid Time Off

Flexible Schedule

Résumé du poste

Sphera, a leading global provider of enterprise software and services, seeks a Customer Success Manager to manage a SaaS portfolio. You will guide onboarding, drive adoption, and coordinate with Support, Product, Services, Renewals and Value Engineering to resolve issues and foster growth.

Responsibilities include customer health tracking, QBR preparation, and collaborating with Sales on renewals and expansion opportunities.

Qualifications

• 2–5 years of experience in Customer Success, Account Management, Support, or a related customer-facing role—preferably in SaaS.

Responsabilités

• Assist with the onboarding phase and ensure clients meet their key success criteria.
• Educate customers on product features, updates, and use cases to drive adoption.
• Build strong, trusted relationships with customers through regular check-ins and proactive communication.
• Act as a point of contact for your accounts, helping them navigate the platform and resolve questions.
• Monitor customer health scores and identify opportunities to improve satisfaction and engagement.
• Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues.
• Escalate product bugs or feature requests and follow up to communicate outcomes to customers.
• Track customer activity and adoption metrics using CRM/CSP tools (e.g., Salesforce, Clari, Vitally, etc.).
• Assist with customer business reviews and preparation of performance reports.
• Identify patterns in customer behaviour and surface insights to improve processes.
• Contribute to renewal activities by ensuring customers achieve their desired outcomes.
• Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions.

Connaissances

Customer Success

Account Management

Support

CRM tools

SaaS

Formation

Bachelor’s degree

Outils

Salesforce

Clari

Vitally

Description du poste

Sphera, a leading global provider of enterprise software and services, seeks a Customer Success Manager to manage a SaaS portfolio. You will guide onboarding, drive adoption, and coordinate with Support, Product, Services, Renewals and Value Engineering to resolve issues and foster growth.

Responsibilities include customer health tracking, QBR preparation, and collaborating with Sales on renewals and expansion opportunities.