Senior Customer Success Manager
About the role
Supermetrics is looking for a Senior Customer Success Manager to join our fully remote US team. In this position, you will oversee the North American market while collaborating with Account Executives throughout the US to expand our business. You will play an integral part of our customer success organization, which comprises teams across North America, EMEA, and JAPAC.
This role is open to candidates located in the following states: NY, MA, NJ, GA, IL, NC, SC, FL, IN, MD, VA, MI, TX, PA, DE, VT.
Responsibilities
- Manage a portfolio of 40 to 60 clients, depending on location.
- Oversee the entire customer lifecycle, including onboarding, adoption, renewals, growth, and advocacy.
- Collaborate closely with both local and global Supermetrics teams, including Sales, Product, Support, Professional Services, and Solutions Engineering, to deliver tailored solutions and consultations.
- Continuously enhance your knowledge of the Supermetrics product suite and industry trends to provide valuable insights during customer interactions.
- Encourage a collaborative atmosphere by offering assistance to colleagues and working towards shared objectives.
- Understand clients' business goals, challenges, and objectives to provide tailored solutions and recommendations.
- Anticipate and mitigate churn risks by identifying at-risk accounts and implementing proactive retention strategies.
- Serve as a customer advocate internally, representing clients' interests and feedback to inform product enhancements and roadmap decisions.
Requirements
- Minimum of 3 years of relevant experience in customer success or similar customer-centric roles.
- Experience in SaaS, agency, or Martech industries.
- Ability to effectively engage and communicate with everyone, from analysts to senior leaders.
- Proficient in commercial dealings and negotiation, along with solid organizational abilities and the skill to manage numerous tasks effectively.
- Capable problem-solving approach, emphasizing resource identification and timely issue resolution.
- Effective communication skills internally and externally to nurture customer relationships.
- Humble attitude and openness to learning and growth, aligning with our focus on individual and team development.
- Demonstrated proficiency in developing and growing client relationships with a focus on expansion, upselling, and renewals.
- Proficiency in English, as it is the primary language used for internal communication and customer interactions.
Benefits
- 100% paid health care premiums for you and your entire family with $0 deductible options.
- Flexible remote policy.
- $520 one-time WFH stipend.
- $80 monthly wifi allowance.
- Various external trainings to support your career development.
- A comprehensive benefits package that includes equity options.
- High-quality work equipment.
Pay
The base salary range for this role is $80,000 to $100,000 USD annually, with on-target earnings (OTE) of $100,000 to $125,000 annually. These figures reflect compensation for remote U.S.-based candidates. In addition to salary, this role includes a bonus and a comprehensive benefits package.