Senior Customer Success Manager

Medius • Jacksonville, FL

1d

About The Position

As a Senior Customer Success Manager, you will partner closely with high- and medium-tier customers to help them achieve measurable business outcomes and maximize the value of their Medius investment. You will play a key role in driving customer satisfaction, retention, and expansion, while laying the foundation for cross- and upsell opportunities.
This role combines strategic customer engagement, commercial acumen, and scalable success initiatives. You will act as a trusted advisor to customers and as the voice of the customer internally, influencing product, process, and organizational improvements.

Requirements

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting.
• Hands-on experience working with accounts payable processes and familiarity with the broader purchase-to-pay (P2P) domain.
• Demonstrated commercial skills, such as achieving sales results, making successful commercial decisions, or driving revenue growth.
• Strong communication skills with the ability to build trusted relationships and understand customer needs.
• Deep understanding of accounts payable processes and solid knowledge of end-to-end business processes.
• Strong commercial mindset with the ability to identify customer pain points and expansion opportunities.
• Excellent analytical and problem-solving skills with a proactive, data-driven approach.

Nice To Haves

• Experience with tools such as Salesforce, JIRA, Freshdesk, Power BI, and Microsoft Office is preferred.

Responsibilities

• Prepare, document, and maintain customer success plans, tracking progress and measuring outcomes.
• Conduct Customer Business Reviews with high- and medium-tier accounts, translating customer data and process insights into clear business outcomes.
• Partner with Account Management to lead Account Governance Meetings, covering thought leadership topics, product roadmap updates, and high-level performance KPIs.
• Identify opportunities for additional modules or services and support the Account Management team in conversion and expansion efforts.
• Proactively identify at-risk customers and collaborate cross-functionally on mitigation plans and retention strategies.
• Support new business sales processes by demonstrating the value of the post–go-live phase and long-term customer success.
• Create and deliver self-service and TechTouch content, including FAQs, tutorials, webinars, and best-practice tips.
• Actively participate in and drive internal development initiatives across departments, serving as the voice of the customer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees