Sr. Customer Success Manager
Core
Drive adoption and maximize value for low- to mid-touch SaaS accounts through onboarding, relationship management, and proactive engagement.
Role type
Sr. Customer Success Manager (SaaS)
Builds
Customer adoption, retention, and expansion within the SaaS platform ecosystem
Domain
Software as a Service (SaaS), Typography/Design Technology
Required skills
SaaS customer success, onboarding management, relationship management, CRM proficiency, data analysis, root-cause analysis, renewal negotiation, expansion sales support
Preferred skills
Experience with customer success platforms, training delivery, automation tool usage
Responsibilities
Own a defined book of business of low- to mid-touch accounts; Lead onboarding and platform configuration for enterprise accounts; Facilitate live onboarding sessions and training; Utilize automation tools to streamline onboarding; Serve as customer advocate to drive product utilization; Identify at-risk accounts and develop mitigation plans; Partner with Sales to influence expansion and renewal outcomes
Seniority
Senior, hands-on IC