Senior Customer Success Manager

As a Senior Customer Success Manager, you will play a critical role in ensuring our customers achieve their business goals and fully leverage our platform. You will develop deep relationships with customers, understand their workflows and success metrics, and create strategic success plans.

Requirements

• Develop a deep understanding of customers' business workflows and success metrics.
• Build strategic success plans that align product solutions with customers' business goals.
• Ensure customers are fully leveraging the platform through regular check-ins and business reviews.
• Work cross-functionally with Sales, Support, and Product teams to resolve customer issues.
• Track and act on key customer health scores (engagement, usage, NPS) to prevent churn.
• Identify and execute on upsell and expansion opportunities.
• Proactively identify and mitigate risks before they impact customer retention.
• Act as a "firefighter" to resolve critical customer issues promptly.
• Collaborate with Engineering and Support teams to ensure timely resolution of technical issues.
• Track and analyze metrics to measure customer success and improve processes.
• Leverage customer usage and engagement data to identify areas for improvement or expansion.
• Use data-driven insights to increase retention and adoption rates.