Senior Customer Success Manager I

Seismic is the global leader in AI-powered enablement, dedicated to empowering go-to-market leaders to drive strategic growth and enhance customer experiences. The Senior Customer Success Manager I will be responsible for driving product adoption, ensuring client retention, and acting as the primary point of contact for assigned accounts while developing trusted advisor relationships with clients.

Responsibilities:

• Drive the successful adoption of multiple use cases across the organization, helping the customer quantify the business value of the partnership
• Form strategic relationships with key stakeholders to understand a customer’s objectives to develop strategic roadmaps and uncover expansion opportunities
• Conduct regular business review meetings with key accounts
• Act as the voice of the customer and drive requested enhancements with the product management and development teams
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Ensure account transparency by tracking client sentiment and key milestones in Salesforce and Gainsight
• Partner with customer-facing account teams and executives to develop a strategic plan to help customers achieve their business objectives and to execute on upsell and cross sell opportunities
• Anticipate client risks and strategize ways to help mitigate churn
• Manage the customer contract renewal process and maintain a renewal forecast

Requirements:

• Bachelor's Degree or equivalent related experience
• Customer-facing experience, relationship building, and driving customer transformation programs
• Excellent communication, presentation, and problem-solving skills
• Ability to translate business requirements into business solutions
• Advanced proficiency with the Microsoft Office Suite
• Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
• Ability to effectively prioritize and escalate customer issues
• Experience with Salesforce and Gainsight a plus
• Previous experience with SaaS preferred