[Hiring] Senior Customer Success Manager @Optimize Partners

Role Description

Our client, a fast growing B2B SaaS company, in the business process improvement software space, is looking to hire a Senior Customer Success Manager in the greater NYC area. Work with well-established enterprise customers, help manage the relationship, and drive customer engagement, achieving high adoption rates, revenue expansion, lower churn rates, and customer satisfaction.

• Work directly with a portfolio of strategic enterprise customers to define success and help them drive significant value out of using our client’s product(s) achieving measurable results
• Develop a deep understanding of customer needs, use cases, and objectives in order to ensure that our client’s platform is properly leveraged to achieve them
• Develop strategic roadmapping and change management plans to assist customers in driving user adoption and change management and/or business process improvement within their organization
• Build and maintain strong relationships with all key customer stakeholders, including C-level executives
• Serve as a point of escalation for key customer issues, and ensure quick, accurate, resolutions
• Ensure high customer satisfaction and retention
• Be a brand/product ambassador! Evangelize the capabilities of our client’s platform, identifying new opportunities for further growth within customers while working collaboratively with the account team to position upsells
• Monitor and report on the overall well-being of customers, tracking key health and usage indicators
• Work with the services teams to facilitate the onboarding of new customers
• Help mentor and train new Customer Success Managers

Qualifications

• Must have 5+ years of experience in Customer Success, consulting or account management for a SaaS organization
• Significant experience driving enterprise level customer engagements, achieving high adoption, retention, and expansion rates
• BS / BA degree in business administration, engineering, computer science or a comparable education, Master’s degree is a plus (but not required)
• Skillful at building long term relationships with internal and external key senior stakeholders
• Great attitude, self-motivated, and passionate about making customers/clients successful!
• Experience in business transformation/ business process improvement initiatives is a strong plus, but not required
• Proficiency in leading and facilitating executive meetings and workshops

Benefits

• Health, Vision and Dental Insurance
• 401(k) retirement savings plan, with Employer match
• Paid Time Off