Sr. Customer Success Manager

Salesloft is a company focused on transforming how revenue teams operate through AI and insights. The Senior Customer Success Manager will play a key role in ensuring successful product adoption and retention for key customers, acting as a go-to resource and driving customer engagement and satisfaction.

Responsibilities:

• Build custom Mutual Success Plans to align our Salesloft strategy to the customer’s business objectives
• Effectively guide customers in how to prioritize next steps on a Mutual Success Plan, managing multiple points of contact with each customer
• Partner with internal teams on tasks and projects that impact the broader team
• Review trends in customer data and proactively identify focus areas
• Create impactful QBRs and prioritize data based on insight and the "so what" for each customer
• Identify unusual trends in the data and anticipate key follow-up questions from a customer
• Provide strategic guidance to customers around sales and sales engagement best practices for their use case. Champion industry best practices and challenge customers on their approach
• Lead customer-facing webinars and internal trainings around industry insights and recommendations
• Lead phone calls and on-site meetings with stakeholders (including C-Level), navigating both positive and more difficult conversations with ease

Requirements:

• 6+ years of experience in a Customer Success role
• 1+ years of experience using the Salesforce CRM. Must have an intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting
• Superb listening skills and the proven ability to dig deeper to uncover the customer's true objectives
• High level of empathy - it's important for our CSMs to be a good person to peers and customers
• You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience
• You are extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality
• You are an expert project manager who ruthlessly prioritizes, manages stakeholder expectations, and ensures all key objectives and timelines are met
• You are resourceful, scrappy, and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use
• You are confident in technical conversations — hearing 'API' doesn't make you run and hide
• Previous experience in a SaaS/Technology company or fast-growing start-up preferred
• Salesforce Admin Certification is a plus!