Senior Customer Success Manager
Senior Customer Success Manager
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Salary Not Disclosed
1 Vacancy
Job Description
The Senior Customer Success Manager will lead G2RSs Customer Success function in the United States driving satisfaction retention and growth. Youll serve as the primary relationship owner for key accounts while building and managing a high-performing Customer Success team.
This role requires a proactive leader who can engage clients develop teams and collaborate with Sales Product and Operations. Youll use advanced Excel skills to track KPIs analyze trends and provide insights and leverage Jira to coordinate client initiatives and workflows.
Key Responsibilities:
- Lead mentor and develop the Customer Success team including hiring onboarding and performance management.
- Set and track KPIs to ensure consistent exceptional client service.
- Serve as main contact for clients fostering strong relationships and understanding needs.
- Conduct usage and performance reviews to maximize client outcomes.
- Manage escalations and coordinate timely resolutions.
- Oversee the customer lifecyclefrom onboarding to renewaladdressing risks and securing extensions.
- Identify upselling and cross-sell opportunities partner with Sales on expansion strategies.
- Deliver QBRs to highlight value address concerns and recommend enhancements.
- Create and maintain advanced Excel reports dashboards and analyses to monitor account health and forecast renewals.
- Prepare professional client-ready documentation and presentations.
- Collaborate with internal teams using Jira to track and manage client-related projects.
Qualifications :
- 5 years in Customer Success Account Management or Client Services with enterprise clients.
- Proven leadership in managing high-performing teams.
- Experience managing renewals escalations and client health for complex accounts.
- Familiarity with bankruptcy collections or financial services is a plus.
- Advanced Microsoft Office skills (Excel Word PowerPoint Outlook) including pivot tables VLOOKUP/XLOOKUP complex formulas conditional formatting and data visualization.
- Familiarity with Jira for project tracking and workflow management.
- Proficiency with CRM platforms (e.g. HubSpot Salesforce) and reporting tools.
- Exceptional negotiation presentation and communication skills.
- Bachelors degree in business administration Communications Finance Information Systems or related field preferred; analytical or data-focused studies a plus.
Additional Information :
This position is a fantastic opportunity to work for a fast-growing company. We offer a comprehensive benefits package including medical dental vision LTD Paid Time Off 401(k) and potential for annual bonus.
Compensation: $95000 - $110000 USD annually dependent on location and experience.
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G2 Risk Solutions is an equal employment opportunity employer and strives to comply with all laws prohibiting discrimination based upon as applicable actual or perceived race color creed religion (including religious dress grooming practices and protective hairstyles) sex sexual orientation gender identity or gender expression pregnancy marital/domestic partner status national origin alienage or citizenship status primary language immigration status military and veteran status (including whether honorably discharged or not) intern or volunteer status status as a victim of domestic violence sexual assault or stalking ancestry age physical or mental disability AIDS HIV and Hepatitis C status medical condition including cancer and genetic predisposition information or characteristics (or those of a family member) or any other category protected by federal state or local laws.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
