Senior Customer Success Manager – Strategic

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Stellenbeschreibung:

Responsibilities

Serve as a strategic advisor for high-value, high-complexity customers
Define success metrics and architect strategic adoption plans
Ensure measurable customer growth throughout the lifecycle
Manage a high-value book of business and drive long-term retention and value realization
Develop value frameworks linking product adoption to measurable outcomes
Conduct proactive outreach using customer health analytics
Deliver advanced, customer-specific recommendations
Meet or exceed quarterly ARR retention and expansion quotas
Identify whitespace and future product opportunities
Own complex and high-risk renewals, including stakeholder alignment, objection handling, and narrative development
Independently de-escalate customer challenges and provide leadership with context and recommended paths forward
Participate in customer onboarding
Collaborate with Product, Marketing, Support, and Customer Success leadership
Mentor new Customer Success Managers
Demonstrate data-driven storytelling in customer and internal communications

Requirements

5+ years of experience managing high-value, complex customers in a fast-paced SaaS or technology environment
Deep product and industry understanding
Ability to translate customer needs into strategic recommendations and influence roadmap discussions
Advanced communication skills, including executive-level communication and data-driven storytelling
Proven ability to independently manage escalations, high-risk renewals, and complex customer situations
Consistent record of meeting or exceeding retention and expansion metrics, including elevated quotas
Demonstrated leadership through mentoring, cross-functional collaboration, and contribution to process/playbook improvements
Ability to synthesize data into actionable insightsStrong problem-solving skills and creative strategic thinking
Comfort navigating ambiguity

Core Competencies

Demonstrates expertise in managing high-value, complex customer relationships within a SaaS environment, focusing on retention, strategic recommendations, and data-driven storytelling. Proven ability to lead cross-functional collaboration and mentor team members while driving measurable customer growth and satisfaction.