Senior Customer Success Manager

Role Overview

Work with the largest customers to drive customer adoption and retention. Develop trusted advisor relationships with customer contacts and internal department contacts to provide a high-touch experience for strategic customers.

What You Will Do

Develop a trusted advisor relationship with customers, increase customer retention and adoption rates, and be the single point of contact and escalation for customers. Coordinate with the Services team to understand the clients on-boarding process and track customer activity to identify churn risk.

Why It Might Be a Fit

This role requires strong interpersonal skills, excellent communication skills, and the ability to navigate difficult and complex customer concerns. The ideal candidate will be a creative problem-solver who acts confidently and can spearhead solutions to problems that arise.

Requirements

• Four-year degree
• Excellent presentation, written, and oral communication skills
• Strong interpersonal skills and experience initiating and building positive relationships
• Strong organizational and time management skills with the ability to manage multiple projects
• Cross functional leadership and team coordination skills
• Proven ability to navigate difficult and complex customer concerns with ease
• Creative problem-solver who acts confidently – spearheading solutions to problems that arise
• Demonstrated ability to research issues in a resourceful manner prior to escalating
• Subject matter expert in multiple brands
• Demonstrated negotiation and persuasion skills; ability to be tenacious
• Able and willing to travel on-site for customer visits as required by the business (up to 25%)

Benefits

• Competitive benefits and salaries
• Personal and professional development opportunities
• Flexibility