Customer Success Manager Sr
About The Position
As a Senior Customer Success Manager, you will be responsible for overseeing a portfolio of large, high-touch strategic customers requiring ongoing strategy and implementation with an integrated operating model serving both delivery and ongoing service needs. The CSM Sr will ensure their satisfaction, success, retention, and growth. You will serve as the primary services point of contact, building and maintaining strong relationships with key stakeholders to understand their needs and objectives. Leveraging your expertise in customer success strategies, you will develop tailored plans to drive adoption, usage, and value realization. Your proactive approach and strategic guidance will be essential in maximizing customer satisfaction, loyalty, and long-term partnerships.
Requirements
- Has a bachelor’s degree or equivalent education/experience.
- Has experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retail and/or Cable & Telco.
- Has the ability to analyze workflow, evaluate systems and formulate plans.
- Has a proven track record of building and maintaining strong customer satisfaction and achieving revenue growth targets.
- Has the ability to travel up to 25% to customer sites or as their portfolio requires.
- Proficient in English in a business environment.
Responsibilities
- Manage a portfolio of strategic accounts, often with complex program and technical requirements, providing them with thought leadership and consultation to maximize investment in CSG.
- Develop a deep understanding of the customers expected outcomes and build strong relationships while collaborating to construct and execute strategic account plans that drive customer success, retention, and growth.
- Monitor customer health metrics and create recommendations to drive high utilization and adoption of CSG’s Customer Experience (CX) product suite.
- Act as an escalation point for reported/identified issues and operational services impacting events.
- Collaborate cross-functionally with CSG finance, product management and technical teams to ensure seamless implementation and ongoing support of CSG’s CX solution portfolio.
Benefits
- Work from Home
- Employee Belonging Groups
- Healthcare: Dental, Medical, and Vision
- Paid Vacation, Volunteer, and Holiday Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
