Senior Customer Success Manager

Supermetrics is hiring a Senior Customer Success Manager to oversee its North American market and manage a diverse client portfolio. The role focuses on the customer lifecycle, solving client challenges, supporting account growth, and advocating for customer needs across internal teams.

Responsibilities:

• Manage a portfolio of clients, ranging from 40 to 60 customers, depending on location
• Oversee the entire customer lifecycle, including onboarding, adoption, renewals, growth, and advocacy
• Collaborate closely with both local and global Supermetrics teams, including Sales, Product, Support, Professional Services, and Solutions Engineering, to deliver tailored solutions and consultations to meet customer needs
• Continuously enhance your knowledge of the Supermetrics product suite and industry trends to provide valuable insights during customer interactions
• Encourage a collaborative atmosphere by offering assistance to colleagues and working towards shared objectives
• Understand clients' business goals, challenges, and objectives to provide tailored solutions and recommendations
• Anticipate and mitigate churn risks by identifying at-risk accounts and implementing proactive retention strategies
• Serve as a customer advocate internally, representing clients' interests and feedback to inform product enhancements and roadmap decisions

Requirements:

• Minimum of 3 years of relevant experience in customer success or similar customer-centric roles
• Experience in SaaS, agency, or Martech industries
• The ability to effectively engage and communicate with everyone, from analysts to senior leaders, is essential
• Proficient in commercial dealings and negotiation, along with solid organizational abilities and the skill to keep track of numerous tasks effectively
• A capable method for overcoming difficulties, emphasizing the identification of resources and timely issue resolution
• Effective communication skills internally and externally to nurture customer relationships
• Humble attitude and openness to learning and growth, aligning with our focus on individual and team development
• Demonstrated proficiency in developing and growing client relationships with a focus on expansion, upselling, and renewals
• Proficiency in English, as it is the primary language used for internal communication and customer interactions