Senior Customer Success Manager - Technical

About

Our client, a leading SaaS provider in the enterprise solutions space, is seeking a highly motivated and experienced Senior Customer Success Manager to join their fully remote team. This pivotal role focuses on ensuring our clients achieve their desired outcomes through the effective utilization of our platform. You will be the primary advocate for your portfolio of clients, building strong relationships, driving adoption, and maximizing customer value. This is an opportunity to be part of a fast‑paced, customer‑centric organization that is revolutionizing its industry.

Responsibilities

• Manage a portfolio of key enterprise accounts, serving as the primary point of contact for all customer success‑related matters.
• Develop and execute strategic success plans for each client, aligning our solutions with their business objectives.
• Proactively monitor customer health, identifying potential risks and implementing mitigation strategies to ensure retention and growth.
• Drive product adoption and utilization through regular check‑ins, training sessions, and best practice sharing.
• Conduct business reviews with clients to demonstrate value, assess progress, and identify opportunities for expansion.
• Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience.
• Gather customer feedback and advocate for client needs internally to drive product enhancements and service improvements.
• Onboard new clients, ensuring a smooth transition and setting them up for long‑term success.
• Identify and nurture expansion opportunities (upsell/cross‑sell) within your existing customer base.
• Contribute to the development of customer success best practices and playbooks.
• Serve as a trusted advisor to your clients, helping them maximize the ROI of our platform.

Qualifications

• Bachelor's degree in Business, Marketing, Computer Science, or a related field; equivalent experience will be considered.
• A minimum of 5 years of experience in Customer Success, Account Management, or a related client‑facing role within the technology/SaaS industry.
• Proven track record of managing enterprise‑level accounts and driving customer retention and expansion.
• Strong understanding of SaaS business models and customer success methodologies.
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and trust with clients at all levels.
• Demonstrated ability to understand technical concepts and translate them into business value.
• Proactive, problem‑solving mindset with a strong focus on customer advocacy.
• Ability to manage multiple priorities and work effectively in a fast‑paced, remote environment.
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight) is highly desirable.
• Experience in providing technical guidance or support is a significant plus.

Location & Additional Information

• This fully remote role, supporting clients and operations globally, with a strategic coordination point in Benin City, Edo, NG, offers an exciting opportunity to shape the customer experience at a leading tech company.