Senior Customer Success Account Manager
Core
Builds and coaches others on customer, partner, and internal stakeholder engagement strategy; leads strategic execution of program planning and customer-facing reviews to drive operational health and value realization.
Role type
Senior Customer Success Account Manager (Strategy & Coaching)
Builds
Customer Success Plans (CSPs), bookable programs of work, and delivery programs aligned with customer business transformation.
Domain
Enterprise Software / IT Services / Customer Success
Required skills
Stakeholder engagement strategy, executive-level influence, strategic decision making, escalation management, resource orchestration, data analysis for consumption monitoring, growth opportunity identification, adoption driving, operational health improvement.
Preferred skills
ITIL Foundation certification, Project Management certification (PMI), Prosci certification, industry-specific domain knowledge.
Technologies
Customer Success Plans (CSPs), ITIL, Project Management methodologies.
Responsibilities
Develops and maintains foundational relationships with key customer stakeholders and technical professionals; maps internal roles to customer priorities to action needs; leads business value conversations at customer executive levels; initiates gathering of business and IT objectives; partners to create customer success plans; challenges customer strategic decision making; leads escalation management and communications for delivery programs; proactively identifies and mitigates blockers to consumption; mobilizes resources to ensure delivery on CSPs; partners to identify growth opportunities and optimize usage.
Seniority
Senior, hands-on IC with coaching responsibilities
