Senior Customer Success Manager

Senior Customer Success Manager

Requirements

• 8+ years of experience in customer-facing roles, preferably with SaaS enterprise customers or fast-growing technology companies.
• Demonstrated expertise in supporting large-scale technology solutions.
• Strong presentation, organizational, and written/verbal communication skills (written samples may be requested).
• Enthusiasm for learning new technologies and addressing business challenges with technical solutions.
• Familiarity with Contract Lifecycle Management (CLM) and legal operations processes.
• Proven ability to navigate complex organizational dynamics across Legal, Sales, Procurement, and IT teams.
• Collaborative, goal-oriented, and focused on delivering results.
• Willingness to travel for customer meetings and conferences (up to 20%).

Responsibilities

• Understands customer goals and desired outcomes, aligning strategies to achieve measurable objectives and success metrics
• Utilizes established Success plays to drive impactful results
• Monitors customer health, renewal timelines, and business goals to create joint strategies for success
• Leads complex customer conversations, collaborates cross-functionally to address feedback, and fosters customer confidence and loyalty
• Builds and manages relationships across a large portfolio, ensuring alignment with customer goals and strengthening partnerships
• Provides expert guidance on maximizing platform functionality, identifying new use cases, and ensuring long-term value
• Conducts Executive Business Reviews across various levels and teams of stakeholders to share outcomes, gather feedback, and refine strategies
• Stays up-to-date on product updates to enhance customer adoption
• Identifies opportunities to improve Success processes and elevate the Enterprise customer experience

Preferred Qualifications

No preferred qualifications provided.