Senior Customer Success Manager
About The Position
The Senior Customer Success Manager (SCSM) guides clients through every stage of their post-sales journey with ITG’s technology solutions. As the primary relationship owner and trusted advisor, the SCSM helps clients maximize value and return on investment through consultative onboarding, project management, tailored training, and proactive account management. The role develops a deep understanding of each client’s business objectives and aligns ITG’s solutions with desired outcomes to drive adoption, satisfaction, and long-term retention. The SCSM acts as a bridge between clients and ITG’s internal teams, collaborating with account management to strengthen relationships and with product development to share feedback that informs innovation and service improvements. The role oversees onboarding coordination, solution implementation, and product configuration; provides hands-on training; monitors adoption and engagement; identifies ways to improve the client experience; and advocates for clients by facilitating issue resolution and timely support. Success is measured by seamless implementations, high adoption rates, client retention, and strong client relationships. This role follows a hybrid work schedule at a client site in the greater Nashville area, working onsite Monday through Thursday.
Requirements
- At least 5 years of experience in technology customer service; agency or SaaS experience is ideal.
- At least 3 years managing enterprise or strategic accounts, with demonstrated success driving customer retention and account growth.
- Strong technical and non-technical project management skills.
- Exceptional communication skills; highly organized, collaborative, and detail oriented.
- Proven experience supporting customers or training them on company products.
- Demonstrated success using reporting tools such as Monday, Planhat, Asana, Jira, and other reporting dashboards.
- Ability to explain product value to both technical and non-technical audiences.
- Empathetic, positive attitude and a desire to help clients reach their goals.
- Ability to solve complex problems by understanding challenges and providing appropriate advice, support, and solutions.
- Naturally inquisitive mindset, including asking thoughtful questions to understand challenges, uncover root causes, identify improvement opportunities, and explore more effective ways of working.
Nice To Haves
- Retail, agency, or MarTech industry experience.
- Bachelor’s degree.
Responsibilities
- Drive client adoption, satisfaction, and retention through in-depth client discovery and onboarding clients onto the appropriate ITG solution to optimize value.
- Enable successful product rollouts by participating in installation activities, training clients, planning and overseeing project management, and troubleshooting client-specific product challenges.
- Analyze client usage and results data, using findings to create and implement best practices within assigned client user bases.
- Coordinate ITG resources across the organization as needed to provide product support to clients.
- Improve the customer service experience, create engaged customers, and facilitate organic growth through knowledge of ITG’s products.
- Manage client satisfaction through client input, KPIs, or net promoter scores.
- Identify opportunities for clients to advocate for ITG products, such as through testimonials and case studies.
- Collaborate with sales to support pilot customers, renewals, and expansion opportunities.
- Present to key stakeholders.
- Maintain regular communication with clients about product adoption trends and user sentiment, and share user success stories and best practices.
- Represent the client’s perspective to inform and influence sales processes and the product roadmap.
Benefits
- Unlimited PTO after 90 days of employment.
- 10 paid holidays plus the employee’s birthday off.
- Medical, dental, and vision benefits.
- 401(k) with employer matching after 1 year of service.
- Referral bonus for bringing great talent to the organization.
- Savings discount plan for entertainment, hotel stays, travel, shopping, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
