Senior Customer Success Manager
Core
Strategic value owner and trusted advisor for a portfolio of complex, high-value enterprise customers, driving product adoption, retention, and C-level results.
Role type
Senior Customer Success Manager (Enterprise/Strategic Accounts)
Builds
Strategic product adoption, customer health, and advocacy relationships for large organizations
Domain
SaaS / Technology / Digital Advertising
Required skills
Strategic onboarding, Business adoption, Retention & churn reduction, NPS management, Executive relationship building, Voice of the Customer, CRM management
Preferred skills
Digital advertising/search marketing industry knowledge
Technologies
CRM, Enterprise SaaS platforms
Responsibilities
Architect post-sale onboarding for multi-stakeholder environments; Drive measurable business adoption and demonstrate tangible results to executive sponsors; Maintain high Gross Renewal Rate (GRR) and mitigate systemic risks; Achieve strong Net Promoter Score (NPS) results; Act as strategic first line for complex customer issues; Cultivate case studies and testimonials; Collaborate with Product/Engineering on roadmap improvements; Maintain accurate health metrics and success plans in CRM.
Seniority
Senior, hands-on IC
