Senior Customer Success Manager, Enterprise (North Central)
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Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
16 hours 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
#LI-EM3
Required Experience:
Manager
Key Skills
- Business Development
- Company Policies
- Customer Service
- Financial Performance
- Revenue Growth
- Oversight
- Regional Sales
- Account Management
- Project Management
- Product Line
- Ensure Compliance
- Human Resources
- Procedures
- Sales Goals
- Direct Reports
About Company
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