Job Description
**Senior Customer Success Manager**
*Remote - East Coast, USA*
### About Us
We are a leading software platform providing cutting-edge solutions for distributed systems, real-time streaming, and cloud-native applications. Our mission is to deliver exceptional value through advanced technology, fostering long-term partnerships built on trust and technical excellence. As we continue to grow, we are looking for a dynamic and results-driven **Senior Customer Success Manager (CSM)** to join our team.
### Position Overview
As a **Senior Customer Success Manager**, you will play a key role in engaging and expanding relationships with our largest strategic accounts. This role requires a strong customer-focused mindset, with the ability to act as a trusted advisor for enterprise clients. You will collaborate with internal teams, including Technical Account Managers and Sales Executives, to drive successful outcomes, maintain customer satisfaction, and support business growth.
### Key Responsibilities
- Lead onboarding efforts and design a seamless customer journey for long-term success.
- Proactively assess customer needs, forecast risks, and drive renewals and expansions.
- Identify potential challenges and develop strategies to mitigate risks throughout the customer lifecycle.
- Collaborate cross-functionally with Sales, Professional Services, Solution Architects, and Product Management to prioritize customer success.
- Conduct and lead Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Proof of Value demonstrations to showcase our impact.
- Negotiate contracts, pricing, and terms to establish strong, long-term partnerships.
- Build and maintain strategic relationships with executive stakeholders, positioning yourself as a trusted advisor.
- Apply consultative selling and problem-solving skills to maximize customer satisfaction and engagement.
- Stay informed on industry trends, competitive offerings, and emerging technologies to continuously reinforce our market leadership.
- Share best practices and contribute to the ongoing development of our customer success strategies.
### Qualifications
- 5+ years of experience in Customer Success or Sales within Enterprise Software.
- Strong track record of managing complex accounts, driving renewals, and achieving upsell targets.
- Experience conducting value-driven discovery sessions to understand customer objectives and business priorities.
- Understanding of customer success strategies and lifecycle management.
- Familiarity with the software development lifecycle (SDLC) and cloud-based solutions.
- Ability to effectively communicate technical concepts and develop tailored solutions.
- Strong organizational and time management skills in a fast-paced, remote-first environment.
- Willingness to travel as needed for customer meetings.
- Knowledge of real-time streaming, microservices, and cloud infrastructures (AWS, GCP, Azure) is a plus.
- Bachelor's degree in Business, Technology, or equivalent professional experience.
- Experience with Salesforce and SalesLoft preferred.
### What We Offer
- Competitive salary with performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and continuous learning.
- Flexible remote working environment.
- A collaborative, inclusive, and innovative company culture.
### Our Core Values
- **Authenticity** - We value transparency, honesty, and open communication, building trust within our team and with our customers.
- **Customer Focus** - Our customers' success is our top priority. We listen, anticipate challenges, and strive to exceed expectations.
- **Innovation** - We challenge the status quo, embrace creativity, and continuously seek new ways to improve and grow.
- **Persistence** - We approach challenges with determination and a problem-solving mindset, aiming for excellence in everything we do.
If you're passionate about customer success and want to be part of a team that values innovation and long-term relationships, we'd love to hear from you!
Employment Type: Full-Time
Salary: $ 25.00 Per Hour
Job Tags
Hourly pay, Full time, Work from home, Flexible hours,