[Hiring] Senior Customer Success Manager @Horizons

As a Senior Customer Success Manager at Horizons with a focus on our global clientele seeking international expansion, you will play a pivotal role in the client onboarding experience, ensuring our clients successfully transition into and utilize our suite of services. You will be the primary point of contact post-sale and throughout the customer lifecycle. By understanding our clients' unique needs, cultural nuances, and business goals, you will ensure that they derive maximum value from our solutions. Your role will not only ensure a seamless onboarding experience but also provide ongoing support as these businesses expand in foreign markets.

Client Relationship Management:

• Serve as the primary point of contact and trusted advisor for a portfolio of key client accounts, building and maintaining strong relationships based on trust, communication, and mutual success.
• Conduct regular check-ins and business reviews with clients to understand their evolving needs, challenges, and goals, providing strategic guidance and proactive recommendations.

Strategic Account Growth:

• Identify opportunities for account expansion, upselling, and cross-selling additional products or services based on a deep understanding of clients' business objectives and usage patterns.
• Collaborate with sales and internal teams to develop and execute strategies to maximize revenue and achieve upsell/cross-sell targets.

Client Success and Value Realization:

• Partner closely with clients to define success metrics, establish KPIs, and develop success plans aligned with their business objectives to ensure ongoing value realization and ROI.
• Monitor and analyze client usage data and performance metrics to identify trends, mitigate risks, and proactively address potential issues impacting client satisfaction.

Mentoring and Knowledge Sharing:

• Provide mentorship and guidance to junior members of the Customer Success Team, sharing best practices, industry knowledge, and strategies for client engagement and retention.
• Foster a collaborative and supportive team environment, promoting continuous learning and professional development among team members.

Customer Advocacy and Feedback:

• Gather client feedback on product functionality, user experience, and service delivery, advocating for client needs within the organization to drive continuous improvement and innovation.
• Collaborate with product management and development teams to prioritize feature enhancements and product roadmap decisions based on client input and market insights.

Risk Management and Churn Prevention:

• Proactively identify and mitigate churn risks by monitoring client health scores, conducting regular health checks, and implementing retention strategies to strengthen client loyalty and satisfaction.
• Address escalated client issues and concerns with urgency and professionalism, ensuring timely resolution and maintaining positive client relationships.

• Bachelor's degree in business, marketing, or a related field; MBA or relevant certifications preferred.
• 3-4 years of experience in customer success or account management roles within the SaaS industry, with a proven track record of managing complex client relationships and driving customer success.
• Strong leadership and mentoring skills, with experience in guiding and developing junior team members.
• Excellent communication, negotiation, and presentation skills, with the ability to influence stakeholders and drive consensus across cross-functional teams.
• Strategic thinker with analytical abilities to interpret data, identify trends, and leverage insights to optimize client outcomes and business impact.