Senior Client Success Manager

Who we are

Build a brighter future while learning and growing with a Siemens company at the intersection of technology, community and sustainability. Our global team of innovators is always looking to create meaningful solutions to some of the toughest challenges facing our world. Find out how far your passion can take you.

About the Job 

We are looking for a strategic and results-driven Senior Customer Success Manager (CSM) to manage a portfolio of high-value enterprise accounts, each contributing over ~$100,000 in Annual Recurring Revenue (ARR). This role is essential to driving customer satisfaction, retention, and growth through proactive engagement, strategic planning, and value realization. 

You will serve as a trusted advisor to our most valuable clients, ensuring they achieve their desired outcomes while aligning them with our business goals. This role requires a strong blend of customer success expertise and revenue accountability, including managing forecasts and owning a revenue target. 

What you will do 

• Lead the post-sale relationship for a portfolio of strategic enterprise accounts. 
• Manage client renewal process for forecasting and securing revenue. 
• Drive customer adoption, satisfaction, and retention through proactive engagement and success planning. 
• Partner cross-functionally with Sales, Product, and Support to deliver seamless customer experiences. 
• Identify and implement growth opportunities within accounts, including upsell and cross-sell strategies. 
• Lead Quarterly Business Reviews (QBRs) and executive-level engagements. Monitor account health and usage metrics to proactively address risks and opportunities. 
• Accurately forecast renewals and expansions, contributing to overall revenue targets. Advocate for customer needs internally and influence product roadmap decisions.

What you need 

• BA/BS degree OR 5+ years of Client Success experience in lieu of degree. 
• 8+ years of demonstrated ability in Customer Success, including direct experience managing Enterprise-level accounts. 
• Proven success managing accounts with ARR greater than $100K. 
• Demonstrated experience being responsible for a revenue target, managing a forecast, and contributing to account growth. 
• Knowledge of SaaS operations, including subscription revenue, product development cycles, and customer lifecycle management. 
• Experience using Salesforce, Microsoft Office, and BI tools. 
• Dedication and curiosity for managing to metrics and making data-driven decisions. 
• Excellent communication and collaboration skills to maintain strong client relationships. 
• Clear and concise verbal and written communication; effective with live and virtual presentations. 
• Strong organizational, time management, and project management skills. 
• Diagnostic skills to efficiently solve customer problems and engage internal stakeholders as needed. 
• Proven ability to thrive in a fast-paced professional environment and manage multiple complex assignments simultaneously. 
• Experience with Education & Higher Education clients. 

What makes you a Standout 

• Experience guiding clients through complex solution transformations, ensuring seamless adoption and achieving desired business outcomes.
• Experience with Customer Success platforms like ChurnZero or Gainsight. 
• Background in CMMS (Computerized Maintenance Management Systems). 
• Proven success leading cross-functional initiatives with measurable impact. 

The Brightly culture 

We’re guided by a vision of community that serves the ambitions and wellbeing of all people, and our professional communities are no exception. We model that ideal every day by being supportive, collaborative partners to one another, conscientiously making space for our colleagues to grow and thrive. Our passionate team is driven to create a future where smarter infrastructure protects the environments that shape and connect us all. 

That brighter future starts with us. 

Our Commitment to Equity and Inclusion in our Diverse Global Workforce: 

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the every day with us. 

Brightly maintains a Drug Free workplace in accordance with applicable law. 

US Employment guidelines: 

Qualified Applicants must be legally authorized for employment in the United States. 

Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States. 

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