Senior Customer Success Manager

Crescendo.ai•Detriot, MI

5d•Remote

About The Position

As a Senior Customer Success Manager , you will own the success, retention, and growth of an assigned portfolio of strategically important customers. Your primary focus will be on cultivating relationships with C-level stakeholders, delivering exceptional customer experiences, and expanding revenue opportunities through strategic account management. Reporting to the Director, Customer Success, this is a highly visible role that combines customer advocacy with revenue accountability in a fast-paced, entrepreneurial environment.

Requirements

Experience: 5–7 years of experience as a Customer Success Manager or in a similar customer-facing role within the B2B SaaS industry.
Proven track record of managing a book of business and consistently meeting or exceeding revenue quotas.
Strategic Expertise: Demonstrated ability to create and execute strategic account plans, identifying growth opportunities and delivering measurable results.
Revenue Focus: Direct experience with sales activities, including upselling, cross-selling, and renewals, in addition to customer success responsibilities.
Relationship Management: Skilled in building and sustaining relationships with C-level executives and other senior stakeholders at enterprise accounts.
Customer-Centric Mindset: Passion for delivering value to customers, solving their challenges, and ensuring their success.
Analytical Skills: Ability to leverage data to inform decision-making, assess account health, and identify growth opportunities.
Communication: Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively.
Adaptability: Experience thriving in a dynamic, fast-paced, and high-growth environment.

Nice To Haves

Experience driving process implementation and change in a fast-paced environment.
Experience at a venture-backed or high-growth SaaS company.
Proven ability to balance customer advocacy with revenue-driven goals.

Responsibilities

Customer Retention: Ensure high customer satisfaction and retention by proactively managing relationships, resolving challenges, and demonstrating the value of our solutions.
Strategic Account Planning: Develop and execute comprehensive account plans for each assigned customer, identifying opportunities for expansion and aligning our solutions with their business goals.
Revenue Growth: Drive expansion through deploying our AI Service Agents on multiple channels, meeting or exceeding assigned revenue quotas. Collaborate closely with Sales, Product, and Operations teams to maximize value for customers and the company.
C-Level Engagement: Build and maintain strong relationships with senior executives and other key stakeholders, serving as a trusted advisor and ensuring alignment on strategic objectives.
Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs while balancing company priorities.
Customer Success Metrics: Track and report on key performance indicators, including expansion revenue, renewal forecasting, and customer health scores.
Cross-Functional Collaboration: Partner with Sales, Product, Marketing, Operations, and Support teams to address customer needs and improve the customer experience.