Senior Customer Success Manager - B2B SaaS (5-10 yrs)
Senior Customer Success Manager - SaaS (B2B)
Join our Customer Success team to help execute our vision of reducing mundane work for legal teams and enhancing human productivity. Senior Customer Success Managers will end up owning the post-sale journey of our customers. As a Senior Customer Success Manager, you will be responsible for activation, onboarding & retention of customers. You will also be responsible for identifying upsell opportunities and creating amazing user experiences (via gamification and other initiatives) to convert our customers into champions.
Role & Responsibilities:
- Leverage your deep product expertise and understanding of our customer's business goals to lead adoption and enablement activities.
- Develop a program plan with measurable goals, a clear governance structure, and agreed-upon metrics of success.
- Lead workshops and complex deployment projects involving multiple senior stakeholders.
- Conduct Business Reviews with economic sponsors, program managers & business stakeholders for the purpose of reviewing results, sharing partnership feedback, and aligning on go-forward strategies.
- Build and manage relationships across your portfolio to solidify our partnership and commitment to the customer's business goals.
- Proactively monitor and analyze customer health indicators, business goals & renewal dates, and develop strategies for joint success.
- Train and mentor other members of the customer success team.
Qualifications & Skills:
- Excellent presentation, organizational, and communication skills (both written and verbal)
- 6+ years of experience in a customer-facing role at a fast-growing company; proven experience with SaaS enterprise-level customers preferred
- Prior experience as a customer success manager of 1+ Years
- Ability to facilitate workshops with c-level executives and senior stakeholders on governance and operating models, business adoption techniques, the product vision & roadmap
- Team-first mentality & growth mindset are a must.