Senior Customer Success Manager

Senior Customer Success Manager

Full-Time Employee, Apex, NC, US

5 days ago Requisition ID: 1603

Salary Range: $135,000.00 To $150,000.00 Annually

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world.

As the Senior Customer Success Manager, you will lead strategic customer engagements, operate as the primary operational liaison, and champion customer satisfaction, retention, and advocacy. You will translate customer needs into actionable insights, partner cross-functionally, manage customer contracts for SLA compliance, and drive product enhancements and deployment forecasts within budget and scope. You will handle service escalations, coordinate response strategies, and influence continuous improvement initiatives to uphold Clever Devices' commitment to service excellence.

This position is accountable for managing relationships and service performance for the company’s most demanding and strategically significant clients, requiring high emotional intelligence, strong operational acuity, and proactive leadership.

Primary Responsibilities:

• Lead Strategic Customer Engagements : Orchestrate high-impact customer reviews, present actionable insights from incident data, utilization trends, health metrics, and risk analyses, and provide strategic recommendations to management-level stakeholders.
• Own SLA/SLO Governance : Champion accountability for service performance reporting and delivery against SLAs across high-profile accounts.
• Promote Stakeholder Alignment : Ensure all stakeholders are engaged and aligned to maintain and improve customer satisfaction benchmarks.
• Oversee Complex Operational Frameworks : Direct evolution and execution of operational runbooks for strategic accounts.
• Audit Service Excellence : Lead performance audits of TAC and Field Service teams, develop targeted coaching, corrective actions, and service optimization plans.
• Influence SOW Development : Collaborate on Statements of Work for new opportunities, contributing deep customer insight and operational feasibility.
• Contribute to Customer Onboarding Success : Architect onboarding frameworks and transition plans to ensure seamless movement from implementation to support phase.
• Maintain Data Integrity : Oversee data governance initiatives to ensure accuracy of customer information across platforms.
• Shape Policy and Process Design : Act as the voice of the customer in policy and process development initiatives.
• Escalation Leadership : Lead resolution efforts for high-priority escalations with structured tracking, reporting, and strategic interventions.
• Build Executive-Level Relationships : Cultivate influential relationships across customer and internal leadership teams.
• Manage Upgrades and Micro-Projects : Oversee and execute upgrade plans and smaller customer-driven initiatives with minimal disruption to live services.
• Drive Continuous Service Improvement : Spearhead creation and execution of Continuous Improvement Plans.
• Champion Training & Adoption : Identify training needs and lead initiatives to enhance user adoption, ROI, and solution proficiency.
• Contribute To Service Renewal Strategy : Track and manage service contract renewals, ensuring customer retention and value expansion.
• Elevate Communication Standards : Deliver high-quality incident reports and communications tailored for executive consumption.
• Financial Stewardship : Leverage financial acumen to evaluate decisions impacting customer profitability and overall business health.
• Act as Cross-Functional Connector : Partner across all organizational tiers to drive strategic initiatives and customer success programs.
• Monitor and Report on KPIs : Drive performance excellence by monitoring key operational indicators.
• Engage Management-Level Stakeholders : Present and advise leadership on customer strategy, program risks, and success roadmaps.
• Contribute to SOPs and Best Practices : Create and refine standard operating procedures.
• Contribute Beyond the Role : Proactively take on high-impact assignments aligned with business transformation and leadership development.
• Other duties as assigned

Clever Devices is an Affidavitive Action/Equal Opportunity Employer

The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and/or physical location; internal equity; and budget.

In addition, Clever Devices Ltd. offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.