About the Opportunity
The organization is seeking a Senior Customer Success Manager to guide enterprise customers through their product implementation journey, ensure expected business outcomes are delivered, and drive portfolio expansion. Serving as an individual contributor reporting to the Customer Success Team Lead, this role collaborates across internal sales and technical teams to streamline external communication, support long-term customer success, and maintain a balanced portfolio across the team.
Role Details
- Role Title: Senior Customer Success Manager
- Employment Type: Full time
- Location: United States
- Travel: Up to 20% travel within the United States
- Role Type: Individual Contributor
- Reporting Line: Team Lead, Customer Success
Key Responsibilities
- Guide customers in strategically deploying enterprise software solutions to maximize investment value through innovative artificial intelligence use cases.
- Identify customer needs through structured discovery processes and ensure the timely coordination and implementation of solutions.
- Deliver assessments and guidance on technical solutions, participating in detailed technical discussions to articulate the impact and value of product capabilities.
- Engage directly with enterprise executives to communicate strategic business value and influence senior decision-makers in driving transformational organizational change.
- Define and monitor customer success metrics, leveraging data to shape strategies and report on value delivered to the customer and the business.
- Design and execute customer retention strategies, including customized engagement plans and regular executive business reviews to minimize churn.
- Develop sales proposals for products and services, strategically aligning offerings with customer goals and negotiating mutually beneficial terms.
- Support the creation of customer advocacy assets, including case studies, testimonials, and referrals.
- Partner closely with sales and technical teams to ensure cohesive alignment, customer loyalty, and sustained satisfaction.
Required Qualifications
- At least 5 years of software industry experience as a Customer Success Manager, with a demonstrated record of driving measurable business outcomes such as increased retention rates and product adoption.
- Direct experience in Contact Center as a Service (CCaaS), artificial intelligence (AI), or conversational AI.
- Deep understanding of strategic business value within the software sector, including industry benchmarks and the ability to guide customers in establishing and reaching ROI-driven objectives.
- Robust understanding of business and IT processes, particularly SaaS models, with the ability to identify process optimization opportunities.
- Analytical and structured approach to problem-solving, with direct experience using CRM platforms, customer success platforms, and data analysis software to track and prioritize activities.
- Strong written and verbal communication skills, including the ability to convey complex solutions clearly, build rapport, and foster collaborative relationships.
- Demonstrated empathy for customer needs with a user-centric approach to delivering customer experience.
- Genuine interest in artificial intelligence technology and its application in driving business outcomes.
- Willingness and ability to travel up to 20% within the United States.
Equal Opportunity Employer
The hiring organization is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by applicable law.