52 Senior Customer Success Manager Jobs in Houston, TX
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Sandler Training in Houston, Impassioned Sales Solutions, LLC
Houston, TX | Full Time
$155k-204k (estimate)
Just Posted
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DATAGRATION - Connecting Data | Powering Decisions
Houston, TX | Full Time
$74k-96k (estimate)
2 Weeks Ago
Senior Customer Success Manager
$100k-142k (estimate)
Full Time
0 Months Ago
HungerRush is Hiring a Senior Customer Success Manager Near Houston, TX
Who We AreHungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at www.hungerrush.com.
Job SummaryYou are responsible for the customer’s experience throughout their lifecycle, utilizing world class professionalism as you drive adoption, retention, and referenceable accounts. As a Senior Customer Success Manager, you will be a trusted advisor for key accounts to ensure success criteria are met and product knowledge is frequently communicated. You will be responsible for proactively monitoring leading indicators for churn, impact to customer health, and renewals.
Customer Advocacy
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Job SummaryYou are responsible for the customer’s experience throughout their lifecycle, utilizing world class professionalism as you drive adoption, retention, and referenceable accounts. As a Senior Customer Success Manager, you will be a trusted advisor for key accounts to ensure success criteria are met and product knowledge is frequently communicated. You will be responsible for proactively monitoring leading indicators for churn, impact to customer health, and renewals.
Customer Advocacy
- As a senior member of the team, you will host reoccurring meetings to discuss business outcomes and receive request for product enhancements
- You will promote solutions that align with the desired outcome for an increase of product stickiness
- Use a consultative approach by providing best practices and industry standard configurations
- Participate in Quarterly Business Reviews (QBRs) for your customers, ensuring they are effective. You will drive the completion of any arising actions from the QBR as you partner with the sales organization
- You’ll ensure there is a practical and clear account plan in place for each of your customers, which is a working plan that is pro-actively used and updated and represents a real picture of the customer’s landscape – and is used to keep all parties updated on the key challenges and opportunities
- You will be measured through a balanced scorecard of targets for your customer relationship, based on an expectation of a strong Customer Satisfaction/NPS score from your customers. You will also have a growth target per customer (set at the outset of the year based on the customer environment) and will be responsible for driving that target through working with the practices
- Ownership and accountability for ensuring customers are referenceable, renewable and retainable
- Build and foster relationships with key decision makers and stakeholders as you establish yourself as the trusted advisor
- Partner with our marketing team for strategic messaging by segment and relevant content
- Be the primary contact for customer consultations
- Monitor when product usage is below an appropriate score and active playbook to increase usage
- Acquire success criteria that are measurable, manageable, and achievable and drive the outcome to success
- Monitor customer health and create risk mitigation plans where needed
- Collaborate with leadership for proper executive sponsorship programs
- Resolve customer inquiries by aligning customers with the right resources
- Be able to use tools that allow you to forecast churn and develop plans to restore proper health
- Serve as a mentor to new team members
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- At least 3 years of working in a customer success, account management or partnership’s role with demonstrated experience managing cross functional stakeholders with varying seniority
- Indomitable positivity, high energy, and client centric mentality
- Excellent communication and interpersonal skills needed to build strong and effective relationships with customers, functional business owners and subject matter experts
- Experience with technology platforms
- Outstanding relationship management, customer service and collaboration skills in a variety of forms (written, conference calls, presentation)
- Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
- Highly data-driven with a commitment to following the process
- 18 months of hospitality experience preferred but not required
- Experience in a SaaS company
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Job Summary
JOB TYPE
Full Time
SALARY
$100k-142k (estimate)
POST DATE
06/25/2023
EXPIRATION DATE
06/30/2024
WEBSITE
hungerrush.com
HEADQUARTERS
Houston, TX
SIZE
<25
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The following is the career advancement route for Senior Customer Success Manager positions, which can be used as a reference in future career path planning. As a Senior Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Senior Customer Success Manager. You can explore the career advancement for a Senior Customer Success Manager below and select your interested title to get hiring information.
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