Senior Customer Success Manager

Springer Nature • New York, NY

22h • $85,000 - $95,000 • Hybrid

About The Position

We are seeking a highly motivated and experienced Senior Customer Success Manager to join our team. This role focuses on driving customer adoption, retention, and satisfaction while serving as a trusted advisor to our clients. The ideal candidate will have strong relationship management skills and the ability to collaborate across teams to ensure customer success.

Requirements

• Bachelor’s degree in Business, Marketing, or related field
• Significant experience in customer success, account management, or related roles
• Experience working with SaaS/DaaS products and professional services; strong affinity for and understanding of data and AI technologies
• Strong understanding of customer success principles and metrics
• Excellent communication and relationship management skills, particularly with senior and technical leaders
• Ability to collaborate effectively with cross-functional teams
• Experience with CRM and customer success platforms (e.g., Salesforce)

Responsibilities

• Manage a portfolio of strategic customer accounts, ensuring successful onboarding and ongoing engagement
• Drive customer adoption, retention, and satisfaction through proactive communication and support
• Serve as the primary point of contact for customers, addressing inquiries and resolving issues promptly
• Collaborate with Sales and Product teams to support lead qualification and provide customer insights when needed
• Act as the voice of the customer internally, sharing feedback to influence product improvements
• Monitor customer health metrics and identify opportunities for upsell or expansion
• Assist in developing best practices and playbooks for customer success processes
• Handle escalations and work cross-functionally to ensure timely resolution

Benefits

• Medical, Dental and Vision
• 401(k) with company match and contribution
• Hybrid office working policy, Summer Hours, and paid time off
• Flexible Spending and Commuter programs
• Multiple Life insurance options
• Disability coverage
• Tuition Assistance
• Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
• Employee Assistance Program
• Family friendly benefits and a variety of employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees