Senior Customer Success Manager

About the role

The Senior Customer Success Manager will act as a trusted advisor for assigned customers, ensuring they achieve their desired outcomes with our products and services. This role blends relationship management with data‑driven insights to drive adoption, satisfaction, and long‑term retention.

Key responsibilities

• Build and maintain long‑term relationships with customers, serving as their primary point of contact.
• Lead onboarding and drive rapid time‑to‑value, educating customers on features and best practices.
• Monitor usage and engagement to identify adoption opportunities and mitigate churn.
• Collaborate with Sales to uncover upsell and cross‑sell opportunities, contributing to revenue growth.
• Advocate for customers internally, sharing feedback with Operations, Marketing, and Sales teams.
• Track and analyze health metrics, producing regular reports on retention, churn risk, and expansion.
• Stay current on industry trends and product updates to continuously improve the customer experience.

Required profile

• Minimum 3 years of experience in customer success, account management, or a related client‑facing role.
• Proactive, strategic mindset with strong analytical abilities.
• Excellent communication and relationship‑building skills.
• Ability to translate data insights into actionable plans for customers.

Required skills