Senior Customer Success Manager - Remote

We are seeking an experienced and dynamic Senior Customer Success Manager (CSM) to join our growing team. In this role, you will have the opportunity to make a significant impact by nurturing and expanding relationships with our largest strategic accounts. As a Senior CSM, you will work closely with executive stakeholders at enterprise-level customers to drive value, renewals, and growth.

You'll collaborate with cross-functional teams, including Technical Account Managers and Sales Executives, to define and implement engagement strategies, such as quarterly business reviews and on-site meetings. Your goal will be to ensure successful outcomes and build long-term partnerships based on trust and results.

Key Responsibilities:
Onboard new customers and collaborate with them to design a successful journey.
Forecast potential risks, evaluate account health, and drive renewals and expansions within your portfolio.
Proactively identify and address risks throughout the customer lifecycle to ensure sustained growth.
Partner with internal teams to prioritize customer needs and deliver on them.
Lead key initiatives like Quarterly Business Reviews and Executive Business Reviews to showcase the impact of our solutions.
Negotiate contracts and terms to ensure mutually beneficial, long-term partnerships.
Develop and maintain strong relationships with executive stakeholders, acting as a trusted advisor.
Use consultative skills to deeply engage with clients and understand their needs.
Work cross-functionally with Sales, Professional Services, Solution Architects, and Product Management to deliver exceptional customer experiences.
Share best practices with the team to enhance process quality and efficiency.
Stay informed about industry trends, emerging technologies, and competitive offerings to stay ahead of the market.
Qualifications:

5+ years of experience in Customer Success or Sales, with a strong background in managing complex accounts and driving business growth.
Demonstrated success in leading value-driven discovery sessions to understand customer priorities.
Proven ability to exceed key business metrics like renewal rates and upsell targets.
Deep understanding of customer success strategies and lifecycle management.
Familiarity with the software development lifecycle (SDLC).
Experience working with cloud-based solutions, including knowledge of pricing models and cloud-native architectures.
Strong communication skills, with the ability to explain technical concepts in a clear and tailored way.
Excellent organizational and time management skills in a fast-paced, remote-first environment.
Willingness to travel for customer meetings as needed.
Experience with cloud infrastructures (AWS, GCP, Azure) is a plus.
A Bachelor's degree in Business, Technology, or a related field, or equivalent professional experience.
Familiarity with Salesforce and SalesLoft is preferred.

Where You'll Work:
This is a remote position, with a preference for candidates based on the East Coast of the United States.

Benefits:
Competitive salary with performance-based incentives.
Comprehensive health and wellness benefits.
Opportunities for professional development and continuous learning.
Flexible remote working environment.
A collaborative, inclusive, and innovative company culture.

Our Core Values:
Authenticity: We believe in transparency and honest communication, fostering trust and accountability within our team and with customers.
Customer-Focused: Our customers' success is our priority. We strive to deeply understand their needs and exceed expectations.
Innovation: We embrace creative thinking, continuous learning, and fresh ideas to improve ourselves and our solutions.
Persistence: We value excellence and problem-solving, approaching challenges with determination and a willingness to take calculated risks.

Equal Opportunity Employer:
We are committed to creating an inclusive environment and welcome applicants from all backgrounds. Diversity enriches our team, and we provide equal opportunities to all.
Employment Type: Full-Time
Salary: $ 68,000.00 Per Year