Senior Customer Success Manager

What You'll Do:

• Develop and maintain long-term relationships with stakeholders in your account portfolio. 
• Work with your account teams to plan and execute long term account plan needs to facilitate retention and growth via product and new business unit expansion. 
• Support initial onboarding of accounts with customers, ensuring strong adoption/ROI and ongoing engagement throughout the customers lifetime.  
• Serve as product, company, and Industry ambassador while educating prospects and customers on the ProcessUnity capabilities. 
• Work cross-functionally with Product, Sales, Marketing, Professional Services, Customer Support, and other teams to resolve customer business issues and work towards their stated goals. 
• Manage customer feedback and product needs by providing feature requests to internal partner teams. 
• Conduct timely quarterly, bi-annual and annual Business Reviews to ensure customers optimize our product, issues are resolved proactively, and customer goals are met.  
• Evaluate and mitigate risk for each customer and proactively address any concerns to avoid lost business and ultimately drive retention. 
• Identify and prioritize product updates that reflect customer requests, industry and competitor trends and report to key stakeholders. 
• Provide insight and relay the voice of the customer with internal teams, including Sales, Services, Marketing, Product, Customer Support, Operations, Finance and Engineering.  
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth.  
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. 
• Drive renewal and revenue growth through increased product adoption and increased usage. 

Desired Experience & Skills:

• Bachelor’s Degree, MBA or equivalent experience strongly preferred.  
• 6+ years of experience in a Customer Success/Account Management role servicing enterprise accounts 
• Understanding of Third-Party Risk strongly preferred  
• Strong Project Management skills a must 
• Understanding of Enterprise SaaS business motions and customer lifecycle 
• Proven experience in building strong customer relationships at all levels of management and efficiently communicating internally/externally. 
• Proven track record of meeting and exceeding targets 
• Excellent written/verbal communication skills for technical and non-technical audiences. 
• Ability to multi-task, prioritize and perform under pressure. 
• Possesses top-notch organizational and analytical skills, especially with sales and CS industry leading CRM tools such as Salesforce and Gainsight. 
• Self-motivated team member with high accountability for delivery and commitments. 
• Able to be self-sufficient/motivated but can work as part of a team. 
• Ability to travel as needed.