SanMar is looking for a Senior Customer Success Manager to lead a mid-market book of business, drive customer retention and growth, and serve as a senior-level contributor and mentor. You will be responsible for delivering value through product adoption and strategic relationships within our Customer Success team.
What You'll Do
- Confidently and independently lead a mid-market book of business of approximately 40 logos.
- Own key customer outcomes including product adoption, net dollar retention, and customer health.
- Build strong, consultative relationships with customers and partners.
- Advise customers on strategies to optimize adoption using knowledge of the product, benefit industry, and best practices.
- Conduct ongoing discovery to uncover upsell and account expansion opportunities.
- Lead the expansion sales and renewal process for your customers.
- Position the company’s value proposition and ROI in customer business reviews.
- Use CRM and business intelligence tools to analyze book performance and socialize customer voice internally.
- Provide product education to customers on new features and functionality.
- Manage customer relationships, staying aware of key stakeholder updates and potential risks.
- Work cross-functionally, acting as the voice of the customer and providing feedback to internal stakeholders.
- Contribute to cross-functional initiatives to improve team process, customer experience, and revenue outcomes.
- Develop internal domain-area training, templates, and tools to support team performance.
- Evangelize customer value across internal teams and advocate for customer needs.
- Keep a pulse on emerging needs of mid-market customers to inform future strategy.
- Serve as a mentor to more junior team members.
What We're Looking For
- Benefits experience is required.
- 7+ years of customer-facing account leadership or related experience demonstrating skill as a trusted advisor.
- Strategic and results-oriented approach to partnering with customers at all organizational levels.
- Demonstrated success managing customer retention and account growth within a book of business, or related experience negotiating contracts independently.
- Highly collaborative and influential with teammates and business partners.
- Exceptional executive presence and ability to present complex information digestibly.
- Willingness to travel approximately 15-20% to support clients and for quarterly trips.
Nice to Have
- Experience working directly as an HR team member and/or as a benefit consultant.
Technical Stack
- CRM software
- Gong
- Looker
- Gainsight
Team & Environment
You will join a Customer Success team within a company of over 400 team members. You'll be part of the broader Customer Success organization, working alongside peer leaders, subject-matter experts, and the Customer Success leadership team.
Benefits & Compensation
- Salary range: $115,000-$130,000
- Medical, Dental and vision insurance packages
- HSA contribution match
- Stock options for eligible roles
- 401k match
- Paid parental leave
- Company sponsored Short Term and Long Term Disability coverage
- Flexible PTO
Work Mode
This role is hybrid with a strong preference for candidates in Chicago, IL for remote work.
SanMar is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.
