Remote Senior Manager of Customer Success

Job Overview

We are on a transformative journey to redefine trust in global commerce and capital markets through our innovative platform, which streamlines processes in cybersecurity, privacy, and ESG (Environmental, Social, and Governance). As a Senior Customer Success Manager, you will be pivotal in cultivating customer loyalty and advocacy. This collaborative role requires close interaction with clients to comprehend their requirements while coordinating with sales, product, and engineering teams to ensure an outstanding customer experience.

Key Responsibilities

• Manage a diverse portfolio of clients, guaranteeing their success, growth, and contract renewals across specific practice areas.
• Monitor key performance indicators (KPIs) including Gross Revenue Retention, Contract Pacing, and Net Promoter Score (NPS).
• Act as the primary liaison for your accounts, conducting regular assessments, executive business reviews, product training, and customized service plans.
• Foster robust relationships with stakeholders at all organizational levels, becoming their trusted partner.
• Develop expertise in our products, sharing best practices and promoting the adoption of new features.
• Collaborate with clients to understand their objectives and enhance their satisfaction and product utilization.
• Work with internal teams to convey customer insights, address escalations, and provide superior experiences.
• Partner with Account Managers to facilitate renewals and identify opportunities for referrals and account growth.
• Continuously refine and follow playbooks for scalable customer success processes that elevate the customer journey.
  
  

Required Skills

• 4-7 years of experience in Customer Success or Relationship Management within an enterprise SaaS environment, emphasizing adoption and retention.
• Exceptional communication and time management capabilities.
• Proven track record of delivering tangible outcomes for large, complex clients.
• A proactive approach combined with a strong work ethic.
• Detail-oriented mindset with a commitment to continuous improvement, both personally and for customers.
  
  

Qualifications

• Previous experience as a practitioner in an audit or advisory firm is advantageous.
• Experience at a top 20 CPA firm in audit, advisory, or assurance is a plus.
  
  

Career Growth Opportunities

We are dedicated to fostering an environment where you can develop your skills and advance your career. You will embrace the challenges of working in a dynamic, growing company while contributing to shaping our customer success strategy.

Company Culture And Values

As a remote-first company, we empower our team members to excel in their roles from anywhere. We embrace a culture of collaboration, innovation, and inclusivity, valuing diverse perspectives as a means to create robust solutions. Join us in our mission to shape the future of audit and advisory through a values-driven approach, focusing on accountability, mutual value, and inclusiveness.

Compensation And Benefits

• Competitive compensation package, including meaningful equity participation.
• Unlimited PTO and flexible work schedules.
• 401(k) plan.
• Wellness benefits, including complimentary therapy sessions.
• Technology and work-from-home reimbursements.
  
  

If this opportunity resonates with you, we invite you to become a part of our dynamic team!

Employment Type: Full-Time