Grazitti Interactive - Senior Customer Success Manager

About the Role:

We are seeking an experienced and driven Senior Customer Success Manager to lead the post-sales relationship and drive strategic value for customers using SearchUnify, our AI-powered enterprise search platform. This leadership role is pivotal in fostering long-term customer engagement, ensuring retention and expansion, and positioning SearchUnify as a critical part of our customers' success.

As a senior leader within the Customer Success team, you will be responsible for building and executing scalable customer success strategies, managing complex enterprise accounts, and aligning cross-functional teams to deliver exceptional customer experiences.

Key Responsibilities:

- Serve as the strategic point of contact for high-value enterprise customers, building trusted relationships and acting as their internal advocate.

- Own the full customer lifecycle post-implementation including adoption, satisfaction, retention, and revenue growth.

- Lead renewal and upsell processes by identifying customer needs and aligning them with SearchUnify's product capabilities and services.

- Collaborate closely with delivery, product, support, and engineering teams to ensure timely resolution of issues, smooth onboarding, and value realization.

- Monitor account health metrics and proactively manage risks through actionable insights and consistent engagement.

- Drive executive-level conversations and business reviews that demonstrate ROI, foster alignment, and influence customer strategy.

- Develop account success plans tailored to customer goals, industry use cases, and platform maturity.

- Represent customer feedback in internal planning, influencing product development and service enhancements.

- Mentor and guide junior team members, contributing to a culture of customer-centricity and operational excellence.

Key Skills and Qualifications:

- Minimum 7 years of experience in Customer Success, Account Management, or Sales roles within B2B SaaS or enterprise technology domains.

- Proven track record of managing large, strategic accounts and delivering measurable business outcomes.

- Strong understanding of SaaS business models, customer success frameworks, and enterprise support environments.

- Exceptional interpersonal, presentation, and communication skills with the ability to influence at all levels of an organization.

- Experience navigating cross-functional teams and coordinating technical, commercial, and operational stakeholders.

- Proficient in using CRM and CSM platforms (e.g., Salesforce, Gainsight, Zendesk).