Senior Customer Success Manager - Remote | WFH

Position Overview:
We are seeking a results-driven Senior Customer Success Manager (CSM) to join our team and play a key role in fostering long-term success with our largest strategic accounts. As a Senior CSM, you'll be a trusted advisor, collaborating closely with executive stakeholders to deliver exceptional value to our customers. You will work in partnership with Technical Account Managers and Sales Executives to develop and execute customer engagement strategies that include regular check-ins, business reviews, and onsite meetings. Your focus will be on driving positive outcomes, renewals, and expansions.

Key Responsibilities:
Onboard New Customers: Lead customers through their journey with our platform, ensuring a seamless transition and long-term success.
Account Health & Forecasting: Proactively assess account health, forecast potential risks, and take action to drive renewals and expansion within your portfolio.
Risk Mitigation: Identify and address risks early in the customer lifecycle, ensuring long-term customer growth and satisfaction.
Collaboration Across Teams: Work with internal teams to align on priorities and address customer needs efficiently.
Customer Engagement: Lead impactful initiatives such as Quarterly Business Reviews (QBRs), Executive Business Reviews, and Proof of Value demonstrations to highlight the positive impact of our technology.
Contract Negotiation: Negotiate pricing, contracts, and terms to establish strong, mutually beneficial customer partnerships.
Strategic Relationship Building: Build and nurture relationships with executive stakeholders, positioning yourself as a trusted advisor.
Consultative Engagement: Use your consultative skills to engage customers, understanding their needs and helping them leverage the technology effectively.
Cross-functional Collaboration: Partner with teams including Sales, Professional Services, Solution Architects, and Product Management to ensure exceptional customer outcomes.
Process Improvement: Share best practices with the team to enhance efficiency and drive continuous improvement.
Market Awareness: Stay informed about industry trends, emerging technologies, and competitive offerings to maintain your competitive edge.
Qualifications:
Experience: 5+ years in Customer Success or Sales within the Enterprise Software space, including experience with upselling and managing complex accounts.
Discovery & Consultation: Proven ability to conduct value-driven discovery sessions, understanding customer goals and priorities.
Proven Track Record: History of exceeding renewal rates, upsell targets, and key business metrics.
Lifecycle Management: Strong understanding of successful customer success strategies and managing customer lifecycles.
Technical Acumen: Familiarity with the software development lifecycle (SDLC) and cloud-based solutions, including cloud-native architectures and pricing models.
Communication Skills: Ability to understand and explain technical concepts, tailoring solutions to meet customer needs.
Organizational Skills: Strong time management and organizational skills, particularly in a fast-paced, remote-first environment.
Travel: Willingness to travel for customer meetings as required.
Additional Knowledge: Familiarity with real-time streaming, microservices, and cloud infrastructures (AWS, GCP, Azure) is a plus.
Educational Background: Bachelor's degree in Business, Technology, or equivalent professional experience.
Tools: Experience with Salesforce and SalesLoft is preferred.
Where You'll Work:
This is a remote position based on the East Coast of the United States.

Benefits:
Competitive Compensation: Attractive salary with performance-based incentives.
Health & Wellness: Comprehensive health benefits for you and your family.
Professional Development: Opportunities for continuous learning and growth.
Work-Life Balance: Flexible, remote working environment.
Culture: Join a collaborative, inclusive, and innovative team dedicated to fostering an open and growth-focused environment.
Our Core Values:
Authenticity: We believe in transparent and genuine communication. Trust and accountability are at the heart of our interactions, both internally and with customers.
Customer-Centric: Our customers' success is our success. We prioritize understanding their needs, addressing challenges, and exceeding expectations.
Innovation: We embrace innovation and challenge the status quo. Continuous learning and growth are part of our DNA, driving us to find better solutions.
Persistence: Excellence is achieved through perseverance and courageous problem-solving. We face challenges head-on and embrace calculated risks to deliver the best outcomes.
Employment Type: Full-Time
Salary: $ 65,000.00 Per Year