Sr. Customer Success Manager

Sr. Customer Success Manager

The Senior Customer Success Manager partners with new and existing UDT customers to drive successful outcomes and maximize the value of UDT services and solutions. This role collaborates with onboarding and delivery teams to ensure a seamless transition, assuming ownership of the customer relationship post-onboarding to drive adoption, business outcomes, and long-term value. The Senior Customer Success Manager actively manages a portfolio of accounts, driving adoption, expansion, and overall customer health while serving as a strategic advocate for customers within UDT. With a strong understanding of customer environments and use cases, this role operates as a trusted partner, aligning solutions to business objectives and delivering measurable results. Highly organized and self-driven, the individual effectively manages customers across all stages of the lifecycle. They translate technical capabilities into business outcomes and facilitate engagement with technical teams for deeper discussions as needed. This role requires an experienced, senior-level Customer Success professional with a strategic, consultative approach, focused on strengthening customer relationships, mitigating risk, and driving long-term growth.

Responsibilities

• Build trusted advisor relationships across the customer organization, from executive sponsors to day-to-day stakeholders, ensuring customers realize ongoing value from UDT products and services.
• Develop and maintain customer success plans outlining business objectives, KPIs, risks, and actionable recommendations aligned with current and evolving solutions.
• Identify and drive growth opportunities through direct customer engagement and collaboration with sales and cross-functional teams.
• Partner with onboarding and service delivery management teams to ensure a smooth transition and jointly manage the customer relationship, focusing on adoption, value, and outcomes.
• Apply strong problem-solving skills, including issue management, communication, prioritization, and delivery of value-based recommendations.
• Translate technical capabilities into business outcomes, collaborating with technical teams for advanced detail and support.
• Demonstrate a track record of driving customer adoption, retention, and growth, including leading renewal discussions and proactively identifying and mitigating churn risk.
• Anticipate customer challenges and proactively address potential dissatisfaction, incorporating feedback constructively to improve outcomes.
• Leverage customer relationships to support advocacy initiatives, including participation in reference activities.
• Act as a liaison between customers and product teams, effectively communicating UDT service capabilities and value.
• Independently manage a portfolio of customer accounts with accountability for outcomes.
• Lead regular customer meetings and business reviews (monthly and quarterly) in a structured and timely manner.
• Achieve or exceed customer satisfaction targets and defined KPIs.
• Serve as the primary customer advocate and point of coordination, partnering with internal teams to address issues and ensure timely resolution of service-related concerns.
• Facilitate customer and internal meetings, including success planning sessions, to align on goals, priorities, and ongoing initiatives.
• Aggregate and analyze data from multiple sources to deliver structured monthly and quarterly business reviews, highlighting performance, insights, and opportunities.
• Align customer business and technology goals with UDT capabilities, providing recommendations and coordinating with teams to support execution

Qualifications & Experience

• Bachelor's degree or equivalent experience in a business, technology, or related field.
• 5+ years of experience in Customer Success, Technical Account Management, or related customer-facing roles.
• 3+ years of experience within a services or managed services environment preferred.
• Strong communication skills with the ability to translate complex concepts into clear business terms.
• Familiarity with infrastructure, cloud, and SaaS technologies.
• Proven ability to drive customer adoption, retention, and growth.
• Proactive, collaborative team player with a focus on customer outcomes and experience.
• Self-starter with the ability to manage multiple priorities in a dynamic, fast-paced environment.

Required Knowledge, Skills, & Abilities

• Strong organizational, presentation, and customer engagement skills.
• Ability to develop and deliver business reviews, reports, and customer-facing materials.
• Demonstrated ability to think strategically and plan, manage, and execute initiatives with a long-term focus.
• Excellent written and verbal communication skills, with the ability to convey insights clearly and concisely.
• Detail-oriented with the ability to execute with a high level of accuracy.
• Strong interpersonal skills, including active listening and customer relationship management.
• Ability to work in a fast-paced environment, managing multiple projects and tasks concurrently.
• Proficiency in Microsoft 365 applications and CRM platforms to manage customer engagement, communication, and reporting.
• Must be able to travel as needed.

What UDT offers you

We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to the organization. UDT's Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and unlimited paid time off options.

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status