Senior Customer Success Manager
RemoteColombia
Job Summary
Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle, collaborating to understand business objectives and designing comprehensive Success Plans with clear objectives reviewed monthly. Mitigate churn risk through early intervention by developing and executing Save Plans in partnership with account and leadership teams to protect ARR. Deliver business reviews in collaboration with cross-functional departments and serve as an internal advocate for customer product feature priorities, aligning with the product team to influence the roadmap. Partner with customer care and technical account management teams to avert and manage critical escalations while representing the voice of the customer to inform support, marketing, sales, services, partner, and product strategy.
Required Qualifications
- Bachelor's degree or equivalent experience
- Minimum of 2 years of experience as a Customer Success Manager
- Strong oral and written communication skills
- Professional demeanor
- Ability to interact with others with discretion and tact
- Strong organizational skills
- Multi-tasking skills
- Time management skills
- Strong business acumen
- Strong technology acumen
- Demonstrated knowledge of company software and technology
- Demonstrated ability to influence, motivate, and mobilize team members and business partners
- Up to 25% travel time
Desired Qualifications
- Experience managing or participating in cross-functional projects
- Strong collaboration skills applied successfully within the team and across other areas of the organization
- Strong ability to establish rapport and gain the trust of others
- Effective at building consensus
- Self-motivated with the ability to manage projects to completion with minimal oversight
- Strong ability to apply original thinking to translate strategic goals into innovative ideas and design solutions
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