Senior Customer Success Manager
About the role
Supermetrics is looking for a Senior Customer Success Manager to join our team in the US! In this position, you will be responsible for overseeing 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 & JAPAC. As a Customer Success Manager, your primary focus will be on managing a diverse client portfolio to ensure customer needs are met and problems solved. You will work closely with clients to understand their objectives and address their challenges effectively. This role is fully remote and we will only consider 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 clients, ranging from 40 to 60 customers, 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 to meet customer needs.
- 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.
- The ability to effectively engage and communicate with everyone, from analysts to senior leaders, is essential.
- Proficient in commercial dealings and negotiation, along with solid organizational abilities and the skill to keep track of numerous tasks effectively.
- A capable method for overcoming difficulties, emphasizing the identification of resources 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