Senior Customer Success Manager

Role Overview

• Support, own, and enforce the overall Customer Experience (CX) strategy.
• Lead the escalation point and manage complex incident handling.
• Ensure robust case management and structured follow-ups.
• Standardize process governance and compliance across accounts.
• Audit delivery quality and implement improvements where required.
• Manage risk proactively and mitigate potential service disruptions.
• Collaborate cross-functionally to streamline workflows and improve operational efficiency.
• Maintain strong client relationships and ensure satisfaction across all touchpoints.

Requirements

• 5+ years in Customer Success, Delivery Management, or Account Governance within SaaS, CRM (preferably HubSpot), or Digital Implementation environments.
• Experience managing high-value or complex multi-stakeholder accounts.
• Proven expertise in incident management and escalation handling.
• Proven ability to identify early risk indicators, conduct structured root-cause analysis, and implement preventive frameworks across multiple accounts.
• Experience contributing to client experience strategy initiatives.
• Exceptional executive-level communication skills (written and verbal) with a neutral accent.
• Ability to take control in high-pressure situations and drive resolution with clarity and authority.
• Demonstrated ability to hold internal teams accountable for timelines and commitments.

Benefits

• Flexible work arrangements
• Professional development