Senior Customer Success Manager

As a Senior Customer Success Manager, you will manage the long-term customer relationship by becoming a trusted advisor to some of our most strategic customers. You will work with executive stakeholders and champions to provide a high level of service and ensure the most ROI for customers by ensuring the execute thoughtful product adoption across their organization. You will work cross functionally by partnering with the sales, onboarding, and product teams. You will develop long-term relationships customers leading to high adoption, retention, and customer satisfaction. Ensure delightful experiences for clients in your portfolio during all stages of the customer journey. Strategize with customer to meet and exceed their target goals and ROI. Handle escalations and work cross departmentally to issue resolution. Set, drive and guide project expectations with executive stakeholders. Facilitate change management across key stakeholders and roles. Ensure customers are successful with the product post onboarding. Product knowledge is a must. Partner with the Sales team on expansion and growth opportunities. Infuse clients with Industry best practices to help them grow and thrive. Facilitate client meetings. Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores. Responsible for reaching assigned targets for customer KPI’s and customer retention. Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders. Maintain healthy Salesforce and Gainsight records. Subject matter expert in the R365 platform. Participate and lead sessions at user groups and client facing webinars. Other duties as assigned.