[Hiring] Senior Customer Success Manager @Dexory

Role Description

As a Senior Customer Success Manager (CSM), you will be instrumental in ensuring our customers derive maximum value from our platform, DexoryView. You will act as a strategic advisor and relationship manager for a portfolio of key clients, helping them onboard successfully, adopt the platform fully, and achieve measurable business outcomes. Your commercial insight, customer-first mindset, and ability to drive long-term relationships will be essential in delivering ROI and expanding account value over time. This role includes regular travel to client sites across North America.

• Lead customer onboarding, acting as the primary point of contact to ensure a smooth and value-driven implementation process.
• Develop strong, trusted relationships with key stakeholders at all levels, understanding their strategic goals and aligning DexoryView’s capabilities accordingly.
• Deliver customer training and workshops onsite and virtually, ensuring teams are confident using the platform and fully understand its benefits.
• Create and manage Success Plans for customers, mapping business goals to platform usage, with clear KPIs and milestones.
• Monitor account health through usage data, feedback, and engagement signals to proactively address risks and drive retention.
• Own customer renewals and upsell opportunities, identifying ways to expand usage and advocate for new features that meet evolving needs.
• Collaborate with Sales, Product, and Engineering teams to ensure the customer voice is represented and customer outcomes are delivered.
• Gather and report customer feedback, using insights to shape ongoing product development and customer enablement strategies.

Qualifications

• Proven experience in a Customer Success, Solutions Engineer, or Commercial post-sales role, ideally within a SaaS or data-driven technology company.
• Strong commercial acumen with a track record of driving renewals, expansions, and long-term account growth.
• Excellent communication and presentation skills, capable of engaging technical and non-technical stakeholders.
• Comfort working with data-driven insights – able to interpret and explain high-level warehouse or operational metrics and trends.
• Experience in delivering onboarding, training, and customer-facing workshops, both in person and virtually.
• Highly proactive, organised, and able to manage multiple client relationships and priorities simultaneously.
• Willingness to travel frequently across North America to support client relationships (estimated 1+ day/week).
• Work comfortably with dashboards and back-end systems to track usage trends, guide data-driven conversations, and assist customers in interpreting operational insights, fixing deployment issues, troubleshooting problems.
• Fluent Spanish speaking skills would be desirable.

Benefits

• Health insurance
• 401k
• 20 days annual leave
• Social security etc.