Senior Customer Success Manager

Digital Onboarding, Inc.•Boston, MA

57d

About The Position

We are looking for a motivated and customer-focused Senior Customer Success Manager (CSM) to join our dynamic team. As a Senior CSM, you will play a key role in ensuring our customers derive maximum value from our Software as a Service (SaaS) platform, driving adoption, and building long-term relationships that result in customer satisfaction, retention, and net revenue growth. This role requires a proactive problem-solver and a strategic thinker who can guide our customers toward success by understanding their business goals and tailoring solutions to meet their needs.

Requirements

5+ years of experience in customer success, account management, or a related role in the SaaS industry.
Proven track record of driving customer engagement, retention, and revenue growth.
Strong interpersonal and communication skills with the ability to build trust and rapport with customers.
Analytical mindset with the ability to interpret data and translate it into actionable insights.
Proficient in CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
Customer-centric mindset with a passion for helping customers succeed.
Problem-solving and conflict resolution skills.
Ability to manage multiple priorities and work in a fast-paced environment.

Responsibilities

Customer Relationship Management: Act as the primary point of contact for assigned customers, building and nurturing strong, trust-based relationships.
Understand customer goals, challenges, and industry trends to provide strategic guidance and best practices.
Proactive Account Management: Monitor customer usage and health metrics to identify opportunities for increased adoption or early signs of churn.
Develop and execute success plans aligned with customer objectives.
Execute periodic business reviews with strategic customers.
Problem Resolution and Advocacy: Serve as a customer advocate, collaborating with internal teams (Product, Support, Sales) to resolve issues and enhance the customer experience.
Escalate critical issues and ensure timely resolution to maintain customer satisfaction.
Upsell and Renewal Management: Identify and recommend upselling or cross-selling opportunities that align with the customer's needs.
Manage contract renewals, negotiating terms and ensuring continued customer loyalty.
Feedback Loop: Collect customer feedback and insights to influence product development and improve the overall service offering.