Senior Customer Success Manager, TOLA

Dallas, IA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

About the Role

As a Senior Customer Success Manager you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning drive adoption and engagement and mitigate risk while collaborating cross-functionally with Product Engineering Sales and Support. Your work will have a direct impact on retention satisfaction and account growth and youll contribute insights to help evolve customer and internal processes.

Who You Are

Confident operating independently navigating strategic accounts and aligning customer needs with organizational goals
Comfortable managing technical and strategic issues leveraging internal partnerships to drive outcomes
Effective communicator with the ability to present complex ideas clearly across a range of audiences
Adaptable and proactive in dynamic fast-paced environments with a continuous improvement mindset

What You Will Do

Manage strategic customer relationships post-sale focusing on adoption retention and value delivery with minimal oversight
Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
Drive platform adoption and feature engagement through best practices enablement and education on roadmap developments
Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
Resolve complex escalations with timely clear communication and a focus on long-term customer trust and satisfaction
Collaborate with Sales Engineering and Support to influence renewal and expansion outcomes
Represent the customer voice internally providing structured feedback to Product and other teams
Support knowledge sharing and contribute to internal process development or mentoring where relevant

Must Haves

8 years of experience in enterprise SaaS with at least 3 years in Customer Success TAM or support roles
Proven track record managing complex customer relationships including executive-level stakeholders
Strong communication analytical and problem-solving skills with an emphasis on delivering measurable outcomes
Technical familiarity with internet and networking technologies; experience with security products is a plus
Proficiency in CRM and support tools such as Salesforce and Jira
Bachelors degree in a technical field (e.g. Computer Science Engineering) or equivalent professional experience

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Required Experience:

Manager

About the RoleAs a Senior Customer Success Manager you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning drive adoption and engagement and mitigate risk while coll...