Senior Customer Success Manager

About

Our client, a leader in innovative SaaS solutions, is looking for a proactive and results‑driven Senior Customer Success Manager to join their growing team. This role is crucial in fostering long‑term relationships with our enterprise clients, ensuring they maximize the value derived from our products and services. You will act as a trusted advisor, guiding customers through onboarding, adoption, and ongoing engagement to drive retention and expansion. This hybrid role offers the best of both worlds, combining in‑office collaboration in Virginia Beach, Virginia, US with the flexibility of remote work.

Responsibilities

• Manage a portfolio of key enterprise accounts, serving as the primary point of contact and advocate for customer needs.
• Develop and execute strategic success plans for each client, outlining key objectives, milestones, and metrics for success.
• Drive product adoption and usage by providing proactive guidance, best practices, and training sessions.
• Monitor customer health, identify potential risks, and implement proactive mitigation strategies to ensure retention.
• Identify opportunities for account growth, including upselling and cross‑selling additional products and services.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience.
• Gather customer feedback and insights to inform product development and service improvements.
• Conduct regular business reviews (QBRs) with key stakeholders to demonstrate value and alignment with customer goals.
• Contribute to the development and refinement of customer success playbooks and processes.
• Serve as a subject matter expert on our product suite and industry best practices.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a related client‑facing role, preferably within the SaaS industry.
• Proven ability to manage complex enterprise accounts and build strong, lasting relationships.
• Demonstrated success in driving customer retention, expansion, and advocacy.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem‑solving abilities and a proactive, results‑oriented mindset.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
• Ability to understand technical concepts and translate them into business value.
• Experience in developing and delivering training sessions and presentations.
• A passion for helping customers achieve their business objectives.