Senior Customer Success Manager - ILM

Job Description

Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters within our install base. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement, and help improve business processes to ensure overall customer success. 

Responsibilities 

• Become a product expert, including the technical workings and practical business application. 

• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform. 

• Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams. 

• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services. 

• Keep customers informed of process and procedural changes. 

• Manage the resolution of escalated customer issues. 

• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements. 

• Travel expectations – 10% 

• This position is open to candidates throughout the United States.  

Requirements

• Demonstrated success managing customer relationships in a B2B SaaS company 

• Demonstrated capability to identify and mitigate risk. 

• 3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience. 

• Experience working across multiple internal teams to resolve customer issues quickly and effectively. 

• Excellent communication skills (writing, listening, phone). 

• A team player capable of high performance and flexibility working in a dynamic environment. 

Benefits

• Join a dynamic, growing company that is well respected in its industry.  

• Competitive salary 

• Health plan options include medical, dental, & vision  

• 401k + company match   

• Flexible PTO policy plus company-paid holidays   

• Benefits include life insurance, pet insurance, discounts and perks programs 

• Generous one-time “work from home” stipend to get you started 

• Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings 

• Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office