Senior Customer Success Manager
Core
Partner with enterprise customers to define and execute their Customer Experience (CX) transformation journey using AI-powered Experience Orchestration, acting as a trusted advisor to drive adoption, retention, and expansion.
Role type
Senior Customer Success Manager (Enterprise)
Builds
Customer success plans, account strategies, and executive business reviews for enterprise clients.
Domain
Customer Experience (CX) technology and AI-powered experience orchestration.
Deliverable
client delivery
Required skills
Enterprise account management, consultative selling, upsell/cross-sell strategy, executive relationship management, customer success planning, cross-functional collaboration, technical aptitude for AI/telecom.
Preferred skills
CX industry knowledge, call center/BPO environment experience, community management, reference program development.
Technologies
Salesforce, Gainsight, PowerPoint, Excel, Word.
Responsibilities
Manage a portfolio of enterprise customers as primary business point of contact; Identify and develop upsell/cross-sell opportunities; Understand customers' business value drivers to develop Customer Success Plans; Link product features to key customer business outcomes; Establish regular cadence of Executive Business Reviews; Drive customer reference ability and advocacy; Prepare and deliver account plans; Collaborate with Technical Account Managers, Professional Services, Renewal Managers, and Sales.
Seniority
Senior, hands-on IC with leadership profile.