Sr. Customer Success Manager - AIP

About the role

The Customer Success team focuses on driving product adoption, maintaining healthy partnerships, and managing day-to-day activities with customers to foster long-term relationships and ensure retention.

Responsibilities

• Drive product adoption and manage new customer onboarding
• Create strategic success plans for customer segments
• Conduct quarterly business reviews and on-site visits
• Resolve escalated customer issues and keep customers informed of changes
• Work across internal teams to address customer needs and enhance products

Requirements

• Demonstrated success in managing customer relationships in a B2B SaaS company
• Experience mitigating risks and improving service excellence
• 8-10 years of customer-facing account management or SaaS support experience
• Ability to work cross-functionally to resolve customer issues quickly
• Bilingual proficiency in English and Spanish (written and verbal)
• Highly motivated and adaptable team player
• Travel expectation of 10%