Senior Customer Success Manager

A forward-thinking company specializing in AI-driven customer experience solutions is looking for a Senior Customer Success Manager to join its team. This role is ideal for a seasoned professional with 8-10 years of experience in SaaS, particularly in data-centric platforms. The position involves working with enterprise-level clients to ensure their success, drive product adoption, and foster long-term retention.

Responsibilities

• Retention & Churn Mitigation: Build and maintain strong client relationships to ensure retention and reduce churn.
• Strategic Advisor: Serve as a trusted advisor to clients, helping them achieve business goals through the company’s platform.
• Product Expertise: Gain in-depth knowledge of the company’s solutions and guide clients throughout their adoption journey.
• Product Adoption & Development: Oversee onboarding, ensure full product adoption, and provide actionable feedback to enhance the platform.
• Onboarding: Deliver tailored onboarding experiences aligned with client business objectives in collaboration with the technical support team.
• Revenue Generation: Identify upsell and cross-sell opportunities to drive additional revenue streams.
  
  

• 8-10 years of experience in customer success or account management roles in SaaS, preferably in data-driven companies.
• Proven success managing strategic/enterprise accounts, including Fortune 500 clients.
• Strong consultative skills to assess client needs and translate them into actionable solutions.
• Excellent networking abilities, both internally and externally.
• Experience contributing to and building new customer success processes and protocols.
• Native-level English proficiency is required.
• Adaptability to thrive in fast-paced, innovative environments.