Senior Customer Success Manager (Maternity Cover)

OfficeRnD•Boynton Beach, FL

3d•Hybrid

About The Position

As the Senior Customer Success Manager at Officernd, you will play a pivotal role in overseeing and enhancing our customer success initiatives. You will be responsible for managing and nurturing client relationships, driving adoption and satisfaction, and proactively managing renewals, cross-sells and upsells to drive net revenue growth. This role is ideal for an experienced individual who can bring a strategic and senior perspective to our customer success efforts. This is a 12-18 month maternity cover role with a path to a permanent position based on performance and evolving business needs.

Requirements

Solid experience in Customer Success or Account Management in a software company, preferably SaaS product.
Demonstrated success in managing relationships with high-value clients and driving their success.
Track record of being a strong advocate for customer needs and successfully retaining and expanding high-value clients.
Demonstrated ability to identify and implement process improvements that enhance customer success metrics.
Experience with being responsible for customer revenue growth.
Exceptional communication and interpersonal skills, both written and verbal.
A deep commitment to understanding and serving customer needs with a focus on their success and satisfaction.
Great time-management skills.
Excellent command of written and spoken English.

Responsibilities

Handle complex customer inquiries and issues, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.
Build a relationship with the client - anticipating their needs, future business plans and proactively attending to their roadblocks before they occur.
Perform strategic Business Reviews, partnering closely with customers to ensure they are successfully achieving their core business objectives using the platform. Leverage these engagements to proactively uncover partnership risks, establish strong executive alignment, and identify opportunities for commercial growth.
Drive the end-to-end commercial lifecycle for your portfolio, with a primary focus on secure annual contract renewals, product expansion, and upgrading accounts into multi-year commitments. Strong commercial acumen is essential for this role, as you will actively uncover upsell opportunities and leverage strategic negotiations to maximize net revenue retention and long-term customer value.
Act as the point of escalation for challenging customer cases, collaborating with cross-functional teams to find solutions.
Define and analyze customer success KPIs to identify areas for improvements.
Provide guidance and share your knowledge and expertise with team members.
Continuously identify opportunities to improve support processes, workflows, and best practices to enhance customer service.
Gather and analyze customer feedback, working with the product and development teams to drive product enhancements and improvements.
Collaborate with cross-functional teams, including Product, Sales, and Engineering, to ensure a seamless customer experience.