Senior Technical Customer Success Manager

Responsibilities

• Develop and execute strategic account plans to drive customer retention, growth, and advocacy.
• Proactively engage with customers to understand their business objectives, challenges, and technical requirements.
• Act as a trusted advisor, guiding customers through change management initiatives and product adoption processes.
• Monitor customer health, analyze usage data, and identify opportunities for process improvements and increased value realization.
• Collaborate cross-functionally with sales, product, and technical support teams to address customer needs and resolve complex issues.
• Conduct presentations, workshops, and business reviews with executive stakeholders.
• Contribute to customer success strategies and best practices.
• Drive customer satisfaction through exceptional customer experience and proactive relationship management.
• Identify upselling and cross-selling opportunities with the Sales Management team.
• Manage and prioritize multiple customer engagements and projects concurrently.
• Provide technical support guidance and escalation management when necessary.

Requirements

• Bachelor's degree in Business, Computer Science, or a related field.
• Experience in a customer-facing role such as Account Management or Customer Success, preferably in a B2B SaaS environment.
• Expertise in Customer Relationship Management (CRM) and customer engagement methodologies.
• Strong analytical skills, including data analysis and data management.
• Excellent written and verbal business communication skills.
• Experience with change management and guiding customers through transitions.
• Passion for delivering exceptional customer experience and driving customer satisfaction.
• Familiarity with product management concepts and communicating product value.
• Program management and project management experience, including managing multiple initiatives simultaneously.
• Understanding of sales management principles and identifying growth opportunities.
• Basic understanding of technical support processes and troubleshooting common issues.