Senior Customer Success Manager

Role Overview

• Lead customer onboarding and implementation activities, including kickoff calls, configuration guidance, and milestone planning to ensure a smooth and successful launch.
• Ensure a successful transition from onboarding to ongoing customer success ownership.
• Build and nurture strong relationships with key customer stakeholders by serving as their primary contact, addressing their questions, concerns, and feedback.
• Monitor customer usage and engagement to ensure they are leveraging the software to its fullest potential.
• Identify and promote additional features or integrations that could enhance the customer's experience and achieve their business objectives.
• Proactively manage customer accounts to anticipate and resolve potential issues before they escalate.
• Develop strategies to improve customer retention and reduce churn by understanding and addressing customer pain points.
• Monitor and manage a shared support queue, ensuring customer inquiries are acknowledged, prioritized, and resolved within established response time expectations.
• Act as the voice of the customer within ProductPlan by sharing insights and feedback with the Product and Development teams, advocating for customer needs, and contributing to product improvements based on user experiences.
• Track and report on key performance indicators (KPIs) related to customer success, including adoption rates, satisfaction scores, and renewal rates.
• Prepare and present regular reports on account health and progress towards customer goals.
• Support and mentor fellow CSMs, helping strengthen team performance through shared best practices, guidance, and day-to-day collaboration.
• Manage the renewal process for customer subscriptions, ensuring timely and successful renewals.
• Identify opportunities for upselling or cross-selling additional features or services.

Requirements

• Bachelor’s degree in Business, Computer Science, or a related field.
• 5+ years of experience in a customer success, account management, implementation, or related role, preferably within a SaaS environment.
• Strong understanding of SaaS products and subscription-based business models.
• Excellent interpersonal and communication skills with the ability to build and maintain customer relationships.
• Proven problem-solving abilities and a proactive approach to customer management.
• Experience with CRM software and customer success platforms (ie HubSpot, Salesforce, Gainsight).
• Customer-focused mindset with a passion for delivering exceptional service and value.
• Detail-oriented with strong organizational skills and the ability to manage multiple customer accounts effectively.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Knowledge of data analytics or business intelligence tools to track and report on customer success metrics (preferred).

Benefits

• Flexible PTO
• Comprehensive health, dental, and vision insurance
• 401k options with employer match
• Employer paid Short Term Disability Insurance
• Employer paid Life/AD&D Insurance
• 8 weeks of paid parental leave
• Performance-based incentives