Senior Customer Success Manager

Summer•New York, NY

3d•$150 - $180•Remote

About The Position

As Senior Client Success Manager, you will own day-to-day management of our largest government client, manage other government clients, while preparing our next public sector clients to launch. You'll coordinate teams, keep integrations and reporting on track, manage risks, and lead clear, outcome-focused updates with senior leaders. You'll work closely with Product, Marketing, Member Success, and Data teams to ensure government employees and city residents get real results. You'll help build the playbook for how Summer serves the government sector and create the foundation for expansion into additional government clients. Your work will directly support public servants and residents navigating student debt while proving Summer's value to cities and states nationwide. As Summer continues to grow quickly, this presents an opportunity for the Senior Customer Success Manager to own the Government and Public sector vertical.

Requirements

Experience: 7+ years within Customer Success or Account Management.
Revenue Focus: Experience in managing and negotiating contract renewals and comfort in successfully identifying and closing revenue upsell opportunities.
Client Value: A strong focus and track record on identifying and quantifying client value.
Strategic and Enterprise Client Management: Possess the ability and experience to work with complex, matrix organizations with multiple stakeholders and objectives.
Relationship-Building: Ability to identify gaps in key relationships, build and nurture relationships at different levels of seniority within multiple different departments.
SaaS Start-ups: Summer is a Series A company and growing quickly. Prior experience within small, fast-growing SaaS companies would help you be successful in the role.
Agility and Urgency: Must be agile, detail-oriented, and work with urgency.
Must by located in NYC

Nice To Haves

Financial wellness, benefits or student loan experience.
B2B2C Fintech experience.
An understanding of HR benefits buyers and decision making.
Government / Public sector experience. While this is not required, the segment you will be working on is specific to the public sector and government.
Familiarity with security / privacy requirements.

Responsibilities

Own a portfolio of Government and Public sector clients from onboarding through to renewal, ensuring strong product adoption and measurable business outcomes.
Partner closely with clients to align our solutions with their HR and business goals, driving client retention and revenue expansion through product upsells
Develop tailored success plans that drive usage, engagement, and long-term return-on-investment for clients.
Lead regular business reviews to demonstrate impact and align on future growth opportunities.
Develop and build senior relationships at clients to increase Summer’s visibility and increase potential for further client value, product adoption and revenue growth.
Work in partnership with both the client and Summer’s Marketing team to generate creative and cost-effective awareness campaigns to drive product adoption.
Leverage data and customer feedback to identify usage trends and barriers, partnering with Product and Marketing to influence roadmap and adoption campaigns.
Up to 10% travel required to clients, conferences, and internal onsites