Senior Customer Success Manager - ILM

About the Opportunity

The Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters within the install base. As a Sr. Customer Success Manager (CSM), this role is chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with customers to foster a “Customers for Life” environment and ensure customer retention.

Key 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 the platform.
• Develop strategic success plans for the customer 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%

Required Qualifications

• Demonstrated success managing customer relationships in a B2B SaaS company.
• Demonstrated capability to identify and mitigate risk.
• 3+ years of customer-facing 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

• 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 the Columbus, Ohio, office.