Senior Customer Success Manager

ITG • Nashville, TN

4d • Hybrid

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 achieve value and return on investment through consultative onboarding, project management, tailored training, and proactive account management. The role requires understanding each client’s business objectives and aligning ITG’s solutions with their desired outcomes to drive adoption, satisfaction, and long-term retention.

The SCSM oversees client-success activities including onboarding coordination, solution implementation, and product configuration. They provide hands-on training, monitor adoption and engagement, identify opportunities to improve the client experience, and advocate for clients when resolving issues. They collaborate with account management, sales, product development, and other internal teams to strengthen relationships, support renewals and expansion, and share client feedback that can inform product and service improvements. Success is measured through seamless implementations, adoption, retention, and the strength of ITG’s client relationships.

This role follows a hybrid schedule at a client site in the greater Nashville area, with onsite work Monday through Thursday. Relocation is not provided.

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 technical and non-technical audiences.
• Empathetic, positive attitude and 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 opportunities for improvement, 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 the appropriate ITG solution.
• Support successful product rollouts, including installation activities, client training, project planning and oversight, and troubleshooting client-specific product challenges.
• Analyze client usage and results data and use the analysis 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 products.
• Manage client satisfaction using 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.
• Coordinate onboarding, solution implementation, and product configuration; provide hands-on training and facilitate timely issue resolution.

Benefits

• Unlimited PTO after 90 days of employment.
• 10 paid holidays plus the employee’s birthday off.
• Comprehensive medical, dental, and vision benefits.
• 401(k) with employer matching after one year of service.
• Referral bonus for bringing great talent to the organization.
• Savings discount plan for entertainment, hotel stays, travel, shopping, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed