Senior Customer Success Manager
About the role
Supermetrics is looking for a Senior Customer Success Manager to join our team in the US. This fully remote position oversees the North American market while collaborating with Account Executives throughout the US to expand the business. You will manage a diverse client portfolio, work closely with clients to understand objectives and address challenges, and partner with Sales, Product, Support, Professional Services, and Solutions Engineering teams. Candidates must be located in one of 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.
- Ability to effectively engage and communicate with everyone, from analysts to senior leaders.
- Proficient in commercial dealings and negotiation, with solid organizational abilities and the skill to keep track of numerous tasks.
- A capable method for overcoming difficulties, emphasizing 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 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 the whole family with $0 deductible options
- Flexible remote policy
- $520 one‑time WFH stipend
- $80 monthly wifi allowance
- Various external trainings to support 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 + bonus. On‑target earnings (OTE) for this role is $100,000 to $125,000 annually. These figures reflect the compensation offered for remote U.S.‑based candidates.