Senior Customer Success Manager

Senior Customer Success ManagerOptimize Partners is an executive search & consulting firm for technology focused organizations. 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. If you're an experienced professional in customer success, consulting or account management for a SaaS company, Optimize Partners would like to hear from you!Responsibilities: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 resultsDevelop a deep understanding of customer needs, use cases, and objectives in order to ensure that our client's platform is properly leveraged to achieve themDevelop strategic roadmapping and change management plans to assist customers in driving user adoption and change management and/or business process improvement within their organizationBuild and maintain strong relationships with all key customer stakeholders, including C-level executivesServe as a point of escalation for key customer issues, and ensure quick, accurate, resolutionsEnsure high customer satisfaction and retentionBe 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 upsellsMonitor and report on the overall well-being of customers, tracking key health and usage indicatorsWork with the services teams to facilitate the onboarding of new customersHelp mentor and train new Customer Success ManagersQualifications:Must have 5+ years of experience in Customer Success, consulting or account management for a SaaS organizationSignificant experience driving enterprise level customer engagements, achieving high adoption, retention, and expansion ratesBS / 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 stakeholdersGreat 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 workshopsWhat to Expect, If Hired:Health, Vision and Dental Insurance401(k) retirement savings plan, with Employer matchPaid Time OffOptimize Partners is an equal opportunity employer. We are committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability.