Deskripsi Pekerjaan
Are you a strategic thinker passionate about building lasting relationships and driving business growth? Private Advertiser is seeking a highly skilled Senior Customer Success Manager to join our dynamic team. In this pivotal role, you will serve as the trusted advisor to our enterprise clients, ensuring they derive maximum value from our platform and achieve their desired outcomes.
As a Senior CSM, you will own the customer journey from onboarding to renewal. You will proactively identify upsell and cross-sell opportunities, conduct in-depth health reviews, and collaborate closely with internal product and engineering teams to advocate for client needs. We pride ourselves on a culture of excellence, and we are seeking a leader who can mentor junior team members and elevate our overall customer experience.
Tanggung Jawab
- Manage the full lifecycle of key accounts, ensuring high retention and expansion.
- Conduct regular business reviews (QBRs) with stakeholders to align on strategic goals and value realization.
- Drive product adoption and feature utilization to maximize client ROI.
- Act as the primary point of contact for escalated client issues and serve as the voice of the customer to the product team.
- Collaborate with Sales to identify upsell opportunities and manage account transitions.
- Develop and execute strategic growth plans for a portfolio of high-value clients.
- Track and report on key customer health metrics and churn indicators.
Kualifikasi
- Minimum of 5+ years of experience in Customer Success, Account Management, or Client Success within the SaaS or data industry.
- Proven track record of managing enterprise accounts and exceeding retention targets.
- Strong presentation and communication skills with the ability to influence senior stakeholders.
- Excellent analytical skills with the ability to interpret data to drive decision-making.
- Proficiency in CRM tools such as Salesforce or HubSpot.
- Bachelor’s degree in Business, Marketing, or a related field.
- Experience mentoring junior team members is a strong plus.