Senior Customer Success Manager

Job Overview

The role involves driving product adoption, value realization, and retention for a complex customer portfolio. It requires proactive management of customer health and engagement using data insights to prioritize interventions, mitigate risks, and drive growth, operating with high autonomy and cross-functional partnerships.

Responsibilities

• Co-create success plans aligned with customer goals and lifecycle maturity.
• Deliver telemetry-driven insights on adoption, usage, and opportunities to inform strategies.
• Maintain engagement through feedback loops and milestone alignment.
• Anticipate inflection points and adjust success strategies accordingly.
• Coach peers on account planning best practices.
• Create and lead onboarding plans, facilitate training, and ensure early adoption.
• Conduct check-ins to monitor progress and resolve issues.
• Surface blockers, collect feedback, and drive resolutions across teams.
• Influence product and success strategy with customer recommendations.
• Transition customers to steady state with scalable metrics and documentation.
• Build trusted relationships with stakeholders and nurture champions.
• Flag opportunities for deeper engagements via advocacy.
• Track usage, adoption, and health to highlight outcomes and risks.
• Develop success plans to close adoption gaps and ensure value realization.
• Gather and share product feedback with prioritization.
• Resolve challenges and lead escalations.
• Deliver executive-level scorecards and recommendations.

Qualifications

• Experience in customer success management, particularly for complex portfolios.
• Proficiency in using usage telemetry, adoption signals, and data-driven insights.
• Strong autonomy and cross-functional collaboration skills.
• Ability to build and manage relationships with executive stakeholders.
• Expertise in onboarding, enablement, and value realization processes.
• Skills in territory and account planning, including success plan creation.