Customer Success Manager Sr

CSG is a company that empowers organizations to create unforgettable customer experiences. As a Senior Customer Success Manager, you will oversee a portfolio of strategic customers, ensuring their satisfaction and success while developing tailored plans to drive adoption and value realization.

Responsibilities:

• Manage a portfolio of strategic accounts, often with complex program and technical requirements, providing them with thought leadership and consultation to maximize investment in CSG
• Develop a deep understanding of the customers expected outcomes and build strong relationships while collaborating to construct and execute strategic account plans that drive customer success, retention, and growth
• Monitor customer health metrics and create recommendations to drive high utilization and adoption of CSG’s Customer Experience (CX) product suite
• Act as an escalation point for reported/identified issues and operational services impacting events
• Collaborate cross-functionally with CSG finance, product management and technical teams to ensure seamless implementation and ongoing support of CSG’s CX solution portfolio

Requirements:

• Has a bachelor's degree or equivalent education/experience
• Has experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retail and/or Cable & Telco
• Has the ability to analyze workflow, evaluate systems and formulate plans
• Has a proven track record of building and maintaining strong customer satisfaction and achieving revenue growth targets
• Has the ability to travel up to 25% to customer sites or as their portfolio requires
• Proficient in English in a business environment