About the Role
The Senior Customer Success Manager will act as a trusted advisor for SELECT accounts, managing the full customer lifecycle from onboarding to expansion. This role involves driving product adoption, mitigating risks, leading renewals, identifying growth opportunities, and shaping customer feedback loops. The individual will collaborate with leadership and cross-functional teams to refine playbooks and support team scaling, operating with autonomy in a fast-paced, startup-like environment.
Responsibilities
- Manage a dedicated set of customers throughout their lifecycle, overseeing onboarding, product adoption, value delivery, renewals, and growth.
- Accelerate time to initial value by streamlining onboarding, delivering training, and enabling users effectively.
- Develop trusted relationships with key stakeholders such as FinOps, engineering, and product leaders.
- Engage with decision-makers and influencers to foster alignment and drive long-term product usage.
- Conduct business and product discovery sessions to uncover new use cases and potential for account growth.
- Represent customer insights by providing structured feedback to product and executive teams.
- Maintain comprehensive customer records with up-to-date health metrics, usage patterns, risks, and opportunities.
- Proactively seek and support customer advocacy through case studies, references, and testimonials.
- Monitor health signals, usage trends, engagement levels, and sentiment to detect potential customer risks.
- Lead risk mitigation efforts in collaboration with Product, Sales, and leadership teams.
- Oversee renewal processes from start to finish, ensuring clarity on delivered value and future direction.
- Clearly communicate customer risks, trends, and outcomes to senior stakeholders.
- Identify and assess opportunities for expansion within existing accounts.
- Collaborate with Account Managers across the organization to uncover cross-sell and expansion potential.
- Provide data and insights for quarterly business reviews and executive-level customer discussions.
- Consistently apply and follow established account management playbooks.
- Suggest improvements to playbooks and processes based on real-world account experiences.
- Assist in onboarding and mentoring new Customer Success Managers as the team scales.
- Share insights from high-volume accounts to enhance team-wide practices and efficiency.
Work Arrangement
Remote (Worldwide)
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Be your truest self. Work on your terms. Make a difference. We are home to a global team of incredible talent who work remotely and have the flexibility to have a schedule that balances your work and home life. We embrace and support leveling up your skills professionally and personally. What does being a Do’er mean? We’re all about being entrepreneurial, pursuing knowledge, and having fun! Click here to learn more about our core values. Sounds too good to be true? Check out our Glassdoor Page. We thought so too, but we’re here and happy we hit that ‘apply’ button.
