Senior Customer Success Manager
Core
Senior Customer Success Manager acting as a trusted advisor and advocate for B2B/B2C SaaS clients to drive adoption, retention, and expansion of an AI personalization platform.
Role type
Senior Customer Success Manager (Technical Account focus)
Builds
Long-term client partnerships, analytical success stories, and product feedback loops for AI-driven personalization.
Domain
SaaS, E-commerce, Marketing Technology, AI/ML
Deliverable
client delivery
Required skills
B2B/B2C SaaS experience, AI usage and judgment, project leadership, analytical capability (BI tools, SQL, attribution), technical fluency (Martech, Commerce platforms), consumption-model literacy, structured problem triage
Preferred skills
Templating languages (Liquid, AMPscript), Customer Success platforms (Gainsight, Totango), platform migration experience
Technologies
Looker, Tableau, Power BI, GA4, Amplitude, Mixpanel, SQL, Klaviyo, Braze, SFMC, Iterable, HubSpot, Marketo, Emarsys, Shopify, BigCommerce, SFCC
Responsibilities
Build long-term client relationships and act as guardian for partnership value; define business questions and success metrics; specify technical work and brief consultants; translate customer needs into product feedback; run success planning and business reviews.
Seniority
Senior, hands-on IC