Senior Customer Success Manager

About the role

The Senior Customer Success Manager plays a critical role in ensuring that Zoovu customers achieve measurable business value from the Zoovu AI Search and Product Discovery Platform. This position owns relationships with assigned customers, drives platform adoption, supports retention, and helps customers reach their business goals.

You will act as a trusted advisor, working closely with customer teams and internal stakeholders to deliver a great experience throughout the customer lifecycle. The role also contributes to renewals, customer advocacy, and the identification of expansion opportunities.

What you'll do

• Own the overall relationship with assigned customers and act as their primary point of contact at Zoovu.
• Build trusted, strategic advisor relationships with key customer stakeholders.
• Understand customers' business goals and help them achieve these goals through Zoovu's products.
• Ensure customers see and realize clear business value from the platform.
• Increase platform adoption and help customers make effective use of Zoovu's capabilities.
• Lead customer onboarding and training, so customer teams become confident with the platform quickly.
• Work closely with customers' eCommerce and digital teams to help them get the most from the solution.
• Monitor customer satisfaction and health, and act early to address concerns.
• Detect early signals of at risk renewals and create a clear action plan, including escalation when needed.
• Support retention and renewals, and contribute to client and gross revenue retention rates of 90% or above.
• Deliver webinars, enablement sessions, and product training for customer teams.
• Act as a customer facing product expert and work with Product and Engineering teams to resolve customer issues.
• Share customer feedback and training material insights with the Product, Training, and other relevant teams.
• Develop customer advocacy through testimonials, references, and case studies.
• Identify and develop expansion and upsell opportunities with the Sales team.

Qualifications

• Proven experience in customer success, account management, or a similar customer facing role in a B2B SaaS environment.
• A strong track record of improving customer adoption, satisfaction, retention, and renewals.
• Experience managing relationships with multiple stakeholders, including senior decision makers.
• Good understanding of eCommerce, digital customer experiences, and business outcomes.
• Excellent communication, presentation, and training skills.
• Strong problem solving skills and a proactive, structured approach to managing customer risks.
• Ability to work effectively with Sales, Product, Engineering, Training, and Support teams.
• Commercial awareness and the ability to spot relevant expansion opportunities.
• Technical aptitude and the ability to explain software platforms and their business value.

As a Senior Customer Success Manager, you will play a pivotal role in driving our success through strong customer relationships, platform adoption, retention, advocacy, and measurable business value.