What are the responsibilities and job description for the Remote Senior Customer Success Manager | WFH position at Get It - Marketing?
Job Overview
We are on the lookout for a dedicated and seasoned Senior Customer Success Manager to enhance customer growth and retention across North America. This pivotal role involves overseeing a select group of strategic enterprise clients, ensuring they derive maximum value from our digital experience solutions. Your primary goal will be to navigate clients through their journey, facilitating seamless adoption and ensuring their long-term success by emphasizing the synergy between people, processes, and technology.
Key Responsibilities
Join our innovative team at the forefront of digital employee experience, where you will have access to professional development resources and training programs that will empower you to grow and advance your career within the organization.
Company Culture And Values
Our company is dedicated to fostering a collaborative and dynamic culture that promotes support and growth. By being part of our team, you will have the opportunity to make a meaningful impact while working in an environment that values innovation and creativity.
Compensation And Benefits
Employment Type: Full-Time
We are on the lookout for a dedicated and seasoned Senior Customer Success Manager to enhance customer growth and retention across North America. This pivotal role involves overseeing a select group of strategic enterprise clients, ensuring they derive maximum value from our digital experience solutions. Your primary goal will be to navigate clients through their journey, facilitating seamless adoption and ensuring their long-term success by emphasizing the synergy between people, processes, and technology.
Key Responsibilities
- Oversee a portfolio of 12-15 key enterprise clients, crafting and executing customized customer success plans to foster engagement and achieve significant business results.
- Serve as a trusted advisor by cultivating robust relationships with CIOs, IT leaders, and other essential stakeholders, gaining a deep understanding of their business objectives and challenges.
- Promote the adoption of our solutions, guiding clients on industry best practices for digital experience management while integrating these solutions within their operational frameworks.
- Conduct regular Executive Business Reviews to evaluate customer progress, showcase value, and strategize for upcoming initiatives.
- Collaborate with account teams to ensure successful renewals and meet retention goals by monitoring success metrics and proactively managing risks.
- Recognize opportunities for upselling and cross-selling by staying attuned to the evolving needs of clients, working in tandem with the Sales team to expand partnerships.
- Maintain a pulse on customer health through ongoing engagement, providing insights and support to optimize satisfaction and reduce churn.
- Facilitate customer workshops and training sessions to bolster solution adoption and educate stakeholders on achieving measurable success.
- Advocate for the customer by relaying valuable feedback to Product, R&D, Sales, and Marketing teams, contributing to continuous improvement.
- Ensure accurate and current customer data is maintained in CRM systems for reliable reporting and strategic insights.
- Minimum of 5 years of experience as a Customer Success Manager in the software sector, specifically with large enterprise accounts.
- Demonstrated ability to drive software adoption and showcase value realization across various dimensions of customer interaction including people, processes, and technology.
- Strong business insight enabling the formulation of pragmatic solutions aligned with client objectives.
- Self-driven, proactive, and capable of working autonomously while discerning when to escalate crucial issues.
- Proficient with technology, capable of assimilating and explaining complex software solutions; familiarity with IT project delivery, digital transformation, or ITSM processes (ITIL) is advantageous.
- Exceptional communication and interpersonal skills, with the capacity to engage and influence senior-level stakeholders.
- Highly organized, possessing excellent problem-solving skills and a customer-centric focus.
- Experience in IT operations, end-user computing, or client management is a plus.
- Proficient in English, both written and spoken.
- Willingness to travel 25-50% within the United States, with occasional international travel as necessary.
Join our innovative team at the forefront of digital employee experience, where you will have access to professional development resources and training programs that will empower you to grow and advance your career within the organization.
Company Culture And Values
Our company is dedicated to fostering a collaborative and dynamic culture that promotes support and growth. By being part of our team, you will have the opportunity to make a meaningful impact while working in an environment that values innovation and creativity.
Compensation And Benefits
- Competitive base salary with potential performance-based bonuses and equity opportunities.
- Comprehensive health, dental, and vision coverage, fully funded for employees.
- Flexible working hours and unlimited paid time off, including company holidays and volunteering days.
- Hybrid work model that balances collaborative office interactions with remote work flexibility.
- Generous parental leave policies (up to 16 weeks for primary caregivers, 6 weeks for secondary caregivers).
- 401(k) plan with company matching to secure your financial future.
- Employee referral bonuses for successful hires.
Employment Type: Full-Time
