Sr. Customer Success Manager - AIP

Irth Solutions

1d • Hybrid

About The Position

Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters within our install base. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement, and help improve business processes to ensure overall customer success.

Requirements

• Demonstrated success managing customer relationships in a B2B SaaS company
• Demonstrated capability to identify and mitigate risk.
• 8-10 years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience.
• Experience working across multiple internal teams to resolve customer issues quickly and effectively.
• Bilingual proficiency in English and Spanish (written and verbal) is required.
• A team player capable of high performance and flexibility working in a dynamic environment.

Responsibilities

• Become a product expert, including the technical workings and practical business application.
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
• Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
• Keep customers informed of process and procedural changes.
• Manage the resolution of escalated customer issues.
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.

Benefits

• Competitive salary
• Health plan options include medical, dental, & vision
• 401k + company match
• Flexible PTO policy plus company-paid holidays
• Benefits include life insurance, pet insurance, discounts and perks programs
• Generous one-time “work from home” stipend to get you started
• Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings
• Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office

What This Job Offers

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