Senior Customer Success Manager

Our client, a tech startup in NYC, is hiring for a Senior Account Manager (Customer Success) to serve as the main point of contact, product expert, and advocate for 25-40 Enterprise customers. You will be responsible for helping your book of business achieve their early-career hiring objectives by adopting our platform according to best practices.

In this role, you will:

  • Assume responsibility for ensuring our customers achieve their hiring objectives using the company's platform.

  • Develop a deep understanding of customer goals and needs.

  • Train customers to adopt the platform and use it according to best practices.

  • Form deep relationships with stakeholders (including executives) across a variety of business units, manage a range of requests, and communicate priorities to our internal teams.

  • Identify upsell opportunities and drive towards renewals while partnering with a Strategic Account Manager to close deals for our largest and most strategic accounts.

  • Close other renewal and upsell opportunities independently.

  • Monitor KPIs and use data to tell a story through business reviews.

  • Strategize a plan for your accounts and identify and mitigate risks.

  • Get a chance to work with our product team to implement customer feedback and ideas as we continue to build out our product suite.

The role involves high levels of product focus, executive presence, strategic thinking, and ownership

What you will bring to the team:

  • 4-6 years of work experience in customer success or account management.

  • Experience managing a book of high-touch, enterprise or mid-market SaaS accounts.

  • Experience being the customer's go-to advisor and expert for a complex product. 

  • Experience working with multiple stakeholders.

  • Startup experience.

  • Ability to use data and KPIs to present a compelling story to executives.

  • Ability to proactively identify and managing account risks and opportunities.

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