Senior Client Success Manager (R-20008)

About the role

Shape the Future with Dun & Bradstreet. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. The Senior CSM role is essential to maintaining coverage for key accounts, protecting renewals, and mitigating churn. Backfilling this role ensures continuity in Client Success delivery during a period of growing account demands.

Responsibilities

• Single post‑sales support point of contact for customers for value & impact conversations.
• Coordinate (quarterback) with appropriate internal teams as needed to access D&B resources: Delivery, Onboarding & Implementation, Product Teams, Value Adoption & Training needs, Data Advisory, Global Data Content, Technical Implementation, Consultant/Solution Architects, Customer Service.
• Value Touchpoints: Documentation of Customer Use Cases & KPIs, User Adoption/Product Utilization, Solution Optimization.
• Identify/coordinate Customer Training needs (entire portfolio of customers – supporting 1‑3 Account Executives).
• Ensure delivery of contracted products/services to clients to meet or exceed SLAs and KPIs as defined in contracts.
• Facilitate additional customer support in the areas of Data Advisory, Global Data Content, Technical Implementation, Consultant/Solution Architects, Customer Service, Technology, Training, and Escalation resources as needed.
• Help promote attendance to Industry Knowledge sessions when available.
• Responsible and available as backup to Sales AEs and other CSMs for contract management, forecasting, and negotiation as needed.
• Additional skill sets with Finance Solutions, Sales & Marketing Solutions, and Third Party Risk & Compliance product certifications and ability to demo products as needed with customers directly.

Requirements

• Bachelor’s degree
• 5+ years of sales/sales support/client service/account management experience

Qualifications

• Master’s Degree
• Six Sigma or Project Management Certification(s) (preferred)

Skills

• Experience with SFDC, KPI, BI Portal, OA/QTC, Sales Spot, Usage Reporting Systems
• Strong demonstrated knowledge and acumen of enterprise product set associated with business unit solutions
• Strong written and verbal communication skills
• Ability to document at a high level a Process Review and/or Process