Senior Customer Success Manager

<h3>Accountabilities</h3><li>
<strong>Own customer issue resolution:</strong>Take responsibility for customer requests and follow-up processes, ensuring issues are addressed effectively and customers receive clear communication until resolution.</li><li>
<strong>Drive customer success:</strong>Build strong customer relationships, anticipate customer needs, and promote positive experiences that support satisfaction, engagement, and long-term success.</li><li>
<strong>Coordinate cross-functional activities:</strong>Work closely with Sales, Marketing, Support, and other internal stakeholders to resolve customer challenges, align priorities, and deliver consistent service.</li><li>
<strong>Manage customer feedback and requests:</strong>Use the Gainsight platform to track customer inputs, monitor follow-up activities, and ensure that customer needs are appropriately addressed.</li><li>
<strong>Develop product expertise:</strong>Maintain an advanced understanding of products, services, customer segments, and internal processes to provide relevant guidance and effective support.</li><li>
<strong>Improve customer engagement processes:</strong>Identify opportunities to streamline workflows, enhance communication, and recommend process improvements that strengthen the overall customer experience.</li><li>
<strong>Mentor team members:</strong>Support junior customer success representatives by sharing knowledge, answering questions, explaining internal processes, and promoting best practices.</li><li>
<strong>Promote transparency and collaboration:</strong>Act as a bridge between customers and internal teams, keeping stakeholders informed and encouraging continuous improvement in service delivery.</li><li>
<strong>Support information security:</strong>Follow established information security policies and safeguard company information and IT resources in accordance with assigned responsibilities.</li><li>
<strong>Embrace continuous learning:</strong>Stay informed about evolving customer success practices and leverage appropriate AI-powered tools and technologies to improve efficiency, decision-making, and customer outcomes.</li><h2>Requirements</h2><li>
<strong>Professional experience:</strong>At least six years of experience in customer support, customer success, customer engagement, or a related field.</li><li>
<strong>Education:</strong>A bachelor's degree is preferred.</li><li>
<strong>Product and service expertise:</strong>Strong knowledge of software products, services, customer needs, and the processes required to deliver effective customer support and engagement.</li><li>
<strong>Customer relationship management:</strong>Demonstrated ability to take ownership of customer issues, manage expectations, communicate progress, and drive matters through to resolution.</li><li>
<strong>Cross-functional collaboration:</strong>Experience working with teams such as Sales, Marketing, and Support to coordinate solutions and deliver a consistent customer experience.</li><li>
<strong>Technical proficiency:</strong>Familiarity with customer success platforms and tools; experience using Gainsight is preferred.</li><li>
<strong>Communication skills:</strong>Excellent written and verbal communication, active listening, problem-solving, and interpersonal skills, with the ability to communicate clearly with customers and internal stakeholders.</li><li>
<strong>Leadership and mentoring:</strong>Ability to support junior colleagues, share knowledge, answer process-related questions, and contribute to a positive and collaborative team environment.</li><li>
<strong>Analytical and organizational skills:</strong>Strong attention to detail, effective prioritization, and the ability to manage multiple customer requests while ensuring timely follow-up.</li><li>
<strong>Continuous improvement mindset:</strong>Ability to recognize process gaps, recommend practical improvements, and adapt to evolving customer needs and business priorities.</li><li>
<strong>Language skills:</strong>Additional language proficiency is an advantage and may help support a broader customer base.</li><li>
<strong>Security awareness:</strong>Commitment to protecting confidential information and following appropriate information security practices.</li><li>
<strong>Adaptability:</strong>Comfortable working independently in a remote environment while collaborating across teams and embracing new technologies and responsible AI adoption.</li><h2>Benefits</h2><li>
<strong>Competitive salary:</strong>Annual gross salary ranging from<strong>$83,000 to $112,050</strong>, before taxes, depending on relevant qualifications and experience.</li><li>
<strong>Unlimited vacation:</strong>Unlimited vacation time, alongside paid holidays and sick leave.</li><li>
<strong>Healthcare and wellness:</strong>Health and wellness coverage options for employees and their eligible dependents.</li><li>
<strong>Life and disability insurance:</strong>Coverage options designed to provide additional financial protection.</li><li>
<strong>Retirement savings:</strong>Access to a Fidelity 401(k) plan and Roth retirement savings options, with employer matching contributions.</li><li>
<strong>Student debt assistance:</strong>Monthly student debt benefit program.</li><li>
<strong>Professional development:</strong>Opportunities for leadership development, skills training, and continuous learning.</li><li>
<strong>Education support:</strong>Tuition reimbursement and certificate reimbursement programs.</li><li>
<strong>Remote work flexibility:</strong>A remote position based in the United States, offering flexibility in how you organize your work.</li><li>
<strong>Inclusive workplace:</strong>A commitment to diversity, equity, inclusion, and creating an environment where employees feel respected and supported.</li><li>
<strong>AI-enabled innovation:</strong>Opportunities to use appropriate AI-powered tools and technologies to improve productivity, decision-making, and professional impact.</li>