Senior Customer Success Manager

Strategic Account Management:

• Own a portfolio of strategic SMB accounts, developing and executing comprehensive account strategies for long-term success.
• Proactively identify and mitigate risks, coordinating with internal stakeholders to address issues and maintain customer satisfaction.
• Build and nurture relationships with senior customer stakeholders, understanding their business objectives and defining success plans.

Product and Operational Feedback:

• Serve as the voice of the customer by providing actionable product and operational feedback to internal teams.
• Coordinate cross-functional teams to ensure timely completion of customer requests and successful delivery of platform features.
• Drive adoption of product features to improve customer experience, retention, and engagement.

Required soft and hard skills:

• Strong relationship-building skills, maintaining composure under pressure and celebrating customer successes.
• Data-savvy with the ability to analyze complex datasets and translate insights into actionable recommendations.
• Strong analytical skills and curiosity, with the ability to synthesize data and provide insights for strategic decision-making.