Senior Customer Success Manager

Key Skills

Customer Success | Account Management | SaaS | Customer Retention | Account Growth | Customer Adoption | Business Reviews | Churn Reduction | Client Handling | Team Leadership | Cross-functional Collaboration | Executive Communication

Key Responsibilities

• Build strong customer relationships to drive retention, loyalty, and growth.
  

• Act as a trusted advisor, understanding customer goals and providing strategic guidance.
  

• Own customer engagement, adoption, and account strategy throughout the customer lifecycle.
  

• Develop and present quarterly business reviews with relevant performance scorecards.
  

• Monitor account health, product usage, and customer satisfaction.
  

• Partner with Sales to drive account growth and retention.
  

• Represent the voice of the customer across Product, Engineering, Support, Marketing, and Sales teams.
  

• Collaborate with cross-functional teams to achieve customer and business objectives.
  

Required Qualifications

• 7+ years of experience in SaaS, including team management experience.
  

• Strong analytical and problem-solving skills.
  

• Excellent communication and interpersonal skills.
  

• Advanced proficiency in MS Excel and PowerPoint.
  

• Basic understanding of software integrations.
  

• Ability to work effectively under pressure in a fast-paced startup environment.
  

Preferred

• Experience in client handling and account management.