Senior Customer Success Manager

ABC Financial Services•Remote TX, TX

4d•Remote

About The Position

As a Senior Customer Success Manager, you will drive customer value, retention, and growth across a portfolio of customers. Acting as a trusted advisor to executive stakeholders, you will align our solutions to business objectives and ensure measurable outcomes. You will also help scale Customer Success processes and improve the overall customer experience. Ultimately, you are accountable for retention, satisfaction, and growth across your portfolio.

Requirements

5+ years of relevant experience in customer success, account management, or a related field
Strong communication and stakeholder management skills, with the ability to listen, influence, present, and build trusted relationships
Deep understanding of Customer Success concepts, best practices, and execution strategies
Possesses the ability to interface with C-level executives to drive program strategy and ROI
Customer-focused and results-driven, demonstrating sound judgment, integrity, and composure in fast-paced or high-pressure situations
Highly organized and execution-oriented, with the ability to manage multiple priorities, context switch effectively, and consistently meet deadlines
Analytical mindset, with the ability to interpret data and sales metrics to drive insights and improved outcomes
Self-motivated, accountable team player, who takes ownership and operates with a high level of autonomy
Technical proficiency with business tools, including project management platforms (e.g., Asana), CRM systems (e.g., Salesforce), and Excel for tracking and reporting

Nice To Haves

Fitness industry and/or franchise experience preferred

Responsibilities

Partner with customers to understand their business goals and objectives, ensuring ABC’s solutions are being adopted into their teams’ daily workflow, generating positive ROI, and growing lifetime customer value for ABC Fitness.
Be the trusted partner for the customer on use-case and product functionality.
Create customer deliverables (presentations, business process enhancements, strategy recommendations, reporting and updates) suitable for a diverse set of constituents from senior executives to application end users.
Establish strong relationships with decision-makers and key influencers within each account in your book of business.
Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI.
Forecast, identify risk, and maintain a strong customer renewal rate and drive expansion in partnership with the Account Executive team.
Proactively identify, communicate, and manage customer risks, partnering across internal teams to resolve issues and minimize churn.
Demonstrate product capability, functionality, and potential business outcomes.
Ensure timely follow-through on customer projects and inquiries by coordinating internal teams, maintaining visibility into progress, and delivering on committed timelines.
Track and monitor account health and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders.