11 дней назад
Senior Customer Success Manager (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Customer Success Manager (SaaS): Managing strategic customer accounts and driving product adoption, value realization, retention, expansion, and advocacy with an accent on complex account planning, executive engagement, and cross-functional customer outcomes. Focus on identifying adoption and renewal risks, building action plans, tracking customer health metrics, and mentoring customer success managers.
Location: Manila, Philippines
Company
provides software solutions that help customers accelerate business transformation with simple, powerful, and secure technology.
What you will do
- Own relationships and success plans for strategic and complex customer accounts.
- Understand customer goals, challenges, environments, and desired outcomes.
- Lead value reviews, adoption discussions, business reviews, and executive engagements.
- Identify health, adoption, renewal, and escalation risks and create action plans.
- Partner with Sales, Renewals, Support, Product, and Engineering to deliver customer outcomes.
- Maintain account data in Salesforce and Gainsight, track success metrics, represent customer feedback, and mentor CSMs.
Requirements
- 5+ years of experience in Customer Success, Account Management, Technical Account Management, Sales Engineering, or a related customer-facing role.
- Experience managing strategic or complex accounts in SaaS, software, IT infrastructure, or technology.
- Demonstrated ability to improve product adoption, customer outcomes, retention, or expansion.
- Strong communication, presentation, relationship-management, analytical, and problem-solving skills.
- Strong technical acumen and familiarity with software, licensing, networks, cloud, or IT environments.
- Experience with Salesforce, Gainsight, or similar CRM and customer success platforms.
Nice to have
- Experience with IT monitoring, observability, cybersecurity, databases, or infrastructure solutions.
- Customer Success, project management, or technical certifications.
- Experience with executive stakeholders, customer health scoring, success plans, mentoring CSMs, or leading customer success initiatives.
Culture & Benefits
- People-first environment focused on customers, employees, partners, and communities.
- Collaborative, accountable, innovative, and fast-paced working culture.
- Opportunities to contribute to process improvements, best practices, and team enablement.
- Employment opportunity provided without discrimination based on protected characteristics.
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