Senior Customer Success Manager - CCaaS
Core
Senior Customer Success Manager acting as a strategic and technical advisor to help enterprise customers maximize value from an AI-powered customer experience platform.
Role type
Senior Customer Success Manager (CCaaS)
Builds
Customer adoption, value realization, and long-term engagement strategies for enterprise clients.
Domain
MarTech / AdTech / Customer Experience
Deliverable
client delivery
Required skills
Strategic and technical advisory, enterprise platform configuration, adoption lifecycle management, platform health assessments, success plan development, cross-functional coordination, executive business reviews, enablement program delivery, barrier identification and resolution, product feedback synthesis, expansion opportunity identification, technology ecosystem understanding
Preferred skills
Campaign setup and media planning, omnichannel marketing strategy, enterprise workspace optimization, digital transformation leadership, social advertising platform familiarity (Meta, Google, TikTok), PMP/Agile certification
Technologies
AI-powered customer experience platforms, campaign lifecycle management tools, social advertising platforms (Meta, Google, TikTok)
Responsibilities
Serve as a strategic and technical advisor to enterprise customers; Translate customer business objectives into platform configurations and workflows; Own the customer adoption lifecycle; Conduct platform health assessments and audits; Develop success plans and adoption playbooks; Coordinate cross-functional teams to resolve technical challenges; Lead executive business reviews and roadmap discussions; Deliver tailored enablement programs; Identify barriers to adoption and develop corrective action plans; Build relationships with customer champions; Provide structured customer feedback to Product and Engineering; Advise customers on future strategy and roadmap capabilities; Partner with Sales to identify expansion opportunities; Understand customers' technology ecosystems
Seniority
Senior, hands-on IC
