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Job Description
SuccessKPI is seeking a Senior Customer Success Manager to drive adoption and customer success. The role involves aligning SuccessKPI's products and services with the strategic business goals of top-tier customer accounts.
Responsibilities:
- Understanding how customers want to use SuccessKPI and helping them achieve their goals.
- Serving as the customer's companion throughout their journey, from onboarding to continuous success.
- Collaborating across SuccessKPI departments to customize responses to customer needs.
- Managing enterprise accounts with a substantial Annual Recurring Revenue.
- Acting as the primary point of contact for customers and communicating their requirements to internal teams.
- Managing updates in customer relationship management tools.
- Providing initial support and guidance.
- Identifying growth opportunities within the existing customer base.
- Assisting in building expansion opportunities.
- Traveling as needed to support customer meetings and company business (less than 20%).
Requirements:
- Ability to help customers overcome technical and training hurdles.
- 5+ years in customer-facing roles, with enterprise account management experience.
- Experience with technical account management.
- Ability to handle escalation management.
- Strong project management skills.
- Passion for building customer success.
- Proactive and customer-focused mindset.
- Hands-on experience with data warehousing ecosystems.
- Understanding of data schemas.
- Experience with Data and Analytics tools.
- Familiarity with ETL tools is a plus.
- Knowledge of deployment architectures in cloud environments.
- Contact Center management familiarity.
SuccessKPI offers:
- Opportunity to work for a diverse and dynamic organization.
- Career development and growth opportunities.
- Opportunity to build industry relationships.
- Opportunity to work with the leadership team and have a voice in solving customer challenges.
- A flexible work environment as a fully remote team.
