Senior Customer Success Manager - ILM- CE-017

Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters within our install base. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement, and help improve business processes to ensure overall customer success.

Responsibilities

• Become a product expert, including the technical workings and practical business application.

• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.

• Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.

• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.

• Keep customers informed of process and procedural changes.

• Manage the resolution of escalated customer issues.

• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.

• Travel expectations – 10%

• This position is open to candidates throughout the United States.

Requirements

• Demonstrated success managing customer relationships in a B2B SaaS company

• Demonstrated capability to identify and mitigate risk.

• 8-10 years of customer-facing CSM or account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience.

• Experience working across multiple internal teams to resolve customer issues quickly and effectively.

• Excellent communication skills (writing, listening, phone).

• A team player capable of high performance and flexibility working in a dynamic environment.

Benefits

• Join a dynamic, growing company that is well respected in its industry.

• Competitive salary

• Health plan options include medical, dental, & vision

• 401k + company match

• Flexible PTO policy plus company-paid holidays 

• Benefits include life insurance, pet insurance, discounts and perks programs

• Generous one-time “work from home” stipend to get you started

• Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings

• Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office