Sr. Customer Success Manager Job Description Template
Our company is looking for a Sr. Customer Success Manager to join our team.
Responsibilities:
- Be the voice of the customer internally at Adobe – sharing process improvements and asks back into the internal ecosystem;
- Lead the resolution of key issues impacting your customers; lean on leadership for support and guidance;
- Conduct periodic strategic relationship reviews to build strong and lasting relationships with clients and team alike;
- Mentor, support, and train Associate Customer Success Managers;
- Ensure customers meet and exceed adoption and usage targets while capturing customer feedback and championing customer needs internally;
- Manage customer onboarding to ensure deployment goals are met, owning & managing deployment plans;
- Drives accountability with all team members to ensure execution of action items; Demonstrates sense of urgency to executing next steps;
- Effectively manages internal and client to drive closure of complex renewals;
- Consistently partners with sales to grow account ARR;
- Effectively able to navigate national organizations and support diverse client base & implementations;
- Be the go-to security expert for our customers;
- Drives adoption of Smarsh products and services;
- Establishes multiple Coaches and Champions across the customer’s organization; effectively builds relationships with multiple contacts within clients;
- Forecasts, manages and drives closure of on-time complex renewals;
- Provide feedback to the product team based on customer requests.
Requirements:
- A deep understanding of account management processes for customers of all sizes; enterprise, mid market, and SMB;
- Technical literacy and experience supporting complex enterprise and/or developer facing deployments;
- Proven track record for making strategic customers successful;
- Experience at a B2B, SaaS company preferred;
- 10 to 15% travel may be required;
- Excellent time management & organizational skills;
- Ability to effectively communicate and collaborate with software development & product & design teams;
- Comfortable in conflict resolution;
- 5-7 years of experience in consulting, Strategic Account Management or Customer Success;
- Experience creating, maintaining, & implementing training & onboarding programs a plus;
- Creative & strategic thinker capable of empathizing with clients & end users;
- Ability to effectively communicate and collaborate with software development & product & design teams;
- Experience creating, maintaining, & implementing training & onboarding programs a plus;
- 5-7 years of experience in a customer success, strategic account management, or consulting;
- Excellent organizational and time management skills.