Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services
Develop, prepare, and nurture customers for advocacy
Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
Facilitate a quarterly Executive Business Review to review goals, progress and opportunities
Understand white-space and work to identify and/or develop upsell opportunities
Advocate customer needs/issues cross-departmentally
Manage account escalations
Advocate internally for customer needs and connect on priorities

At least 8 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company
Supply Chain industry experience preferred
Excellent ability to multitask and prioritize workload
Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm
Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
Bilingual proficiency (Good to have)
Ability to travel 10% or more of the time

Senior Customer Success Manager

Key skills