Senior Customer Success Manager

Alvaria Inc is a company focused on delivering workforce management solutions. They are seeking a Senior Customer Success Manager responsible for customer retention, driving successful renewals, and ensuring customers realize measurable value from their solutions.

Responsibilities:

• Own the customer renewal process across an assigned portfolio of accounts, including renewal planning, customer alignment, negotiation, execution, and successful close
• Lead renewal conversations with customers, ensuring scope, timing, pricing, terms, business value, and next steps are clearly managed
• Build and execute success plans focused on adoption, business value, risk mitigation, and renewal readiness
• Monitor customer health and lead action plans to address renewal risks, adoption gaps, escalations, or executive misalignment
• Partner with Account Executives on account strategy and expansion signals while maintaining direct ownership of the customer renewal motion
• Serve as a trusted advisor, helping customers maximize value from Aspect’s solutions
• Maintain a proactive engagement cadence, including strategic check-ins, adoption reviews, escalation follow-ups, and executive touchpoints
• Understand each customer’s business objectives, workforce management challenges, and definition of success
• Lead Quarterly/Executive Business Reviews that connect Aspect capabilities to customer KPIs, outcomes, and future priorities
• Ensure customers are aware of relevant product capabilities, releases, and best practices
• Act as the voice of the customer across Support, Services, Product, Sales, and Leadership
• Coordinate internal resources to resolve issues, remove blockers, and manage escalations with clear ownership and follow-through
• Partner with Account Executives to share customer intelligence and surface expansion signals while keeping primary focus on retention and renewal health
• Contribute to customer success playbooks, processes, and repeatable operating models
• Maintain accurate customer records, health indicators, success plans, renewal status, and engagement activity in CRM and other customer success systems
• Manage multiple complex customer relationships concurrently while prioritizing based on risk, value, urgency, and strategic importance
• Use data to identify customer trends, adoption opportunities, risk patterns, and areas for continuous improvement
• Support onboarding, mentoring, or coaching of other Customer Success team members as needed

Requirements:

• 5+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role, preferably in SaaS
• Experience managing enterprise or strategic customer relationships with multiple stakeholders
• Strong understanding of customer retention, renewal management, adoption strategy, value realization, and customer health management
• Ability to translate software capabilities into meaningful business outcomes
• Excellent communication, executive presence, presentation, and active listening skills
• Comfortable leading difficult conversations, managing escalations, and aligning internal teams around customer needs
• Proven ability to manage multiple complex accounts and priorities in a fast-paced environment
• Experience working cross-functionally with Sales, Support, Services, Product, and Leadership
• Experience in WFM, contact center technology, CCaaS, or UCaaS