Senior Customer Success Manager

A bachelor’s degree in a relevant field such as computer science, engineering, business, or related.
6-7 years of relevant experience in a tech company, ideally in customer success, support, or related customer-facing roles.
Strong understanding of the product/service and familiarity with Customer Success Metrics (churn, MRR, ARPU).
Excellent verbal and written communication with strong ownership abilities.
Empathy and dedication to providing an exceptional customer experience.
Ability to analyze customer data to identify trends and patterns.
Proven ability to work effectively with internal teams across pre-sales, marketing, product, and customer support.

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.