What are the responsibilities and job description for the Senior Customer Success Manager position at Opportunities?
We’re looking for an experienced Senior Customer Success Manager to partner with our strategic enterprise customers to drive long-term growth and success with One Door. As part of the Customer Success Team, you’ll focus on retaining and growing our customer base. With a tailored plan for each enterprise customer, you’ll build deep relationships with customers and executives that create One Door promoters and help customers achieve their desired outcomes.
RESPONSIBILITIES
- Own and manage a book of business comprised of enterprise customers from post-implementation through ongoing adoption, expansion, and renewal
- Foster customer health throughout the customer journey with proactive monitoring of engagement and adoption, implementing at-risk playbooks as needed to mitigate churn
- Lead Business Reviews and engage with customer executives to assess progress toward set goals and communicate One Door’s business impact
- Identify growth opportunities and execute all upsells and expansions
- Serve as an internal advocate for customers and lead cross-functional efforts to solve for customer needs and drive customer satisfaction
- Synthesize customer feedback and advocate for customers with the One Door product team, helping to shape the evolution of the One Door platform
- Proactively identify and contribute to team development, processes, and training to help drive customer success globally
QUALIFICATIONS
- 5 years experience as a Customer Success Manager, with at least 2 years working with large strategic accounts in a SaaS environment
- Seasoned at owning customer expansions and renewals, with a knack for navigating enterprise procurement processes
- Track record of building multi-threaded relationships with enterprise customers and creating customer advocates
- Excellent communication with clear, concise writing and presentation skills
- Strong analytical skills with a focus on interpreting and communicating customer data and trends
- You always lead with curiosity and the drive to keep growing
- Adapt easily to change and working in a fast-paced environment
- Experience in retail and retail software a bonus
