Senior Customer Success Manager
Core
Manage a portfolio of SMB to mid-market accounts as a trusted advisor, driving product adoption, retention, and satisfaction while identifying upsell opportunities.
Role type
Senior Customer Success Manager (SMB/Mid-market)
Builds
Customer success outcomes, retention, and expansion within the cybersecurity/SaaS sector
Domain
Cybersecurity / SaaS
Required skills
Customer lifecycle management, Business Reviews (CBRs), Executive presentations, ROI articulation, Risk identification, Upsell/Expansion strategy, Cross-functional advocacy, Portfolio prioritization
Preferred skills
Cybersecurity industry experience, SaaS industry experience, Cybersecurity concepts knowledge
Technologies
Toolsets and automation for portfolio health monitoring
Responsibilities
Manage SMB to mid-market account portfolio, Drive high product adoption and retention, Create and present Customer Business Reviews, Conduct proactive client engagement, Act on alerts to resolve risks and identify upsell, Monitor customer health and shepherd at-risk accounts, Collaborate with Sales for growth opportunities
Seniority
Senior, hands-on IC