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Senior Customer Success Manager (Remote)
Posted 5 days ago
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Job Description
Our client, a leading SaaS provider in the B2B space, is seeking a highly motivated and experienced Senior Customer Success Manager to join their fully remote customer experience team. This role is paramount in ensuring our clients derive maximum value from our platform, fostering long-term relationships, and driving customer retention and expansion. You will be responsible for managing a portfolio of key accounts, understanding their business objectives, and proactively guiding them towards successful adoption and utilization of our solutions. The ideal candidate will possess a deep understanding of SaaS business models, customer lifecycle management, and customer success best practices. Proven experience in building strong relationships, conducting business reviews, identifying upsell/cross-sell opportunities, and managing customer escalations is essential. You will collaborate closely with sales, product, and support teams to advocate for customer needs and ensure a seamless customer journey. Key responsibilities include developing success plans, onboarding new clients, monitoring customer health metrics, conducting regular check-ins, and driving customer advocacy. The ability to work independently, manage a high volume of accounts, and communicate effectively with stakeholders at all levels is crucial. This is an exciting opportunity to contribute to customer satisfaction and business growth in a dynamic, remote-first environment. We are seeking client-centric professionals passionate about helping businesses succeed through technology.
Key Responsibilities:
Key Responsibilities:
- Manage a portfolio of enterprise-level customer accounts.
- Develop and execute customer success plans to ensure client objectives are met.
- Onboard new clients and drive product adoption and utilization.
- Monitor customer health metrics and proactively address potential risks.
- Conduct regular business reviews and strategy sessions with clients.
- Identify and pursue opportunities for account expansion (upsell/cross-sell).
- Serve as the primary point of contact for assigned accounts.
- Collaborate with internal teams to resolve customer issues and improve the product.
- Drive customer advocacy and gather feedback for product improvement.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role in SaaS.
- Proven track record of managing enterprise accounts and driving retention.
- Strong understanding of customer lifecycle management and SaaS metrics.
- Excellent interpersonal, communication, and presentation skills.
- Ability to build strong relationships and influence stakeholders.
- Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
- Proven ability to work effectively and independently in a fully remote setting.
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