Senior Customer Success Manager, Strategic Account Services

Key job responsibilities

• Identify growth barriers, develop solutions, and test before scaling across Sellers
• Analyze data and trends to maximize long-term potential for your portfolio
• Act as a strategic, consultative partner—proactively create tailored solutions and present compelling value propositions
• Lead long-term account planning and cross-functional strategy development
• Manage complex, undefined goals while balancing short-term needs with strategic investment
• Build trusted advisor relationships and advocate for Sellers' business needs
• Deliver timely, high-quality operational support within SLA
• Cook up cross-functionally to resolve issues; escalate and clear blockers across organizations
• Serve as Voice of the Customer internally, using data and anecdotes to drive prioritization
• Educate Sellers on tools, policies, and programs, tying recommendations to their specific goals
• Define success criteria as a thought leader in an evolving business environment
• Optimize processes and deliver solutions independently across teams
• Identify feature enhancements and new products based on customer feedback, data, and competitive gaps
• Affix themes as Voice of the Seller to address root-cause opportunities with owning teams
• Own project communication with clear, concise summaries to leadership

Basic Qualifications

• Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products
• Bachelor's degree or equivalent
• Experience analysing market opportunities, engaging and negotiating with customers, and defining new areas of innovation
• Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
• Experience in using Microsoft Excel to manipulate and analyze large sets of data
• Experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions
• Experience managing multiple projects, prioritizing, planning, and managing time
• 4+ years professional experience in the Beauty industry with Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.

Preferred Qualifications

• Experience communicating and delivering presentations to customers, stakeholders, and/or teammates
• Experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, or negotiating, nurturing, and growing customer relationships
• Experience in strategic marketing management and market analysis and demonstrated ability to build and execute a strategy with clear goals and objectives to align to business and service objectives, and support portfolio objectives
• Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
• Experience in Prestige Beauty E-Commerce, Corporate Retail, Consulting and/or B2B.
• Understanding of retail math and formulas for the purpose of making business decisions.