Own the Flagship Account: Directly manage the entire post-sale lifecycle for a large, high-profile financial institution
Executive Partnership: Partner with the Account Executive(s) to prepare, lead, and deliver Quarterly Business Reviews (QBRs)
Drive Adoption and Retention: Proactively manage account health, mitigate churn risk, and identify opportunities
Client Advocacy: Serve as the ultimate trusted advisor and escalation point for the strategic client
Team Leader & Mentor: Act as the Subject Matter Expert (SME) for complex solutions and financial regulatory context
Lead Complex Project Management: Guide CSMs in overseeing post-sale implementation program management
Best Practice Synthesis: Translate the successful strategies and methodologies used with the high-profile financial client
Voice of the Customer (VOC) Leadership: Own the coordination of internal Centers of Excellence (COE) teams
Issue Resolution Strategy: Strategically coordinate and manage the resolution of critical customer issues

7+ years of progressive experience in Customer Success, Strategic Account Management, or Management Consulting
Minimum 2 years of experience specifically working with Tier 1 financial institutions or highly regulated clients
Demonstrated Team Leadership experience (informal or formal)
Experience creating and driving structured processes in ambiguous, high-pressure environments
Bachelor's degree in a related discipline or equivalent professional experience.

Senior Customer Success Manager

Key skills