Senior Customer Success Manager

Responsible for retaining and growing existing customers as a trusted partner by building strong, value-based relationships. In this role, the individual will deliver product value, drive adoption, and serve as the primary point of contact for assigned high-value customers. As a trusted advisor, they will collaborate closely with internal teams to address customer challenges and ensure ongoing customer success. Maintain proactive communication and engagement with assigned high-value customers. Understand and address customers’ business needs, positioning our products as essential solutions. Conduct product demos, training sessions, and value realization activities to maximize adoption. Monitor customer health signals to manage risks and identify growth opportunities. Serve as the trusted advisor and main point of contact for strategic customer guidance. Gather customer feedback to influence product development and internal improvements. Continuously refine internal Customer Success SOPs to enhance customer satisfaction. Collaborate on tracking, analyzing, and reporting customer success KPIs. Coordinate seamless onboarding transitions from onboarding teams to retention. Act as the customer's advocate internally, ensuring customer insights drive our strategy. Engage cross-functionally with sales, marketing, product, and support teams to enhance customer experience. Work closely with internal teams to resolve technical issues effectively and promptly.