Senior Customer Success Manager (NYC)
March 12
🔄 Hybrid – Manhattan
Description
• Be the trusted advisor and advocate for new US and Global enterprise customers • Build strong customer relationships and internal teams to ensure successful onboarding, implementation, and ongoing satisfaction and success with our platform • Engage customers actively with regular strategy calls to help them achieve their health and safety KPIs while identifying new usage opportunities • Collaborate with other departments to ensure adoption and successful renewal • Determine customer goals and collaborate on customized inbound strategic plans while driving customer accountability • Monitor customer health and build associated risk mitigation plans • Build and maintain onboarding plans to maximize platform usage • Resolve customer inquiries by aligning customers with the right resources • Identify opportunities for upselling, optimize current investment and expansion
Requirements
• Current experience of working as a Customer Success Manager ideally within a start-up/scale-up Saas platform company • At least 5-7 years in a customer success management role; including managing large Global Enterprise customers spanning multi-department implementations • Experience owning a renewal forecast • Excellent customer discovery skills • Experience managing SaaS relationships with C-Suite stakeholders • Experience working with product management teams strongly preferred • Strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders • Project and change management skills highly desirable • Organized with exceptional follow through • Knowledge of working with any of these technologies would be highly beneficial: Artificial Intelligence (AI), Machine Learning (ML), Deep Learning (DL), Computer Vision • Bi-lingual in English & Spanish would be highly beneficial
Benefits
• Hybrid Work - Remote + NYC office (530, Fifth Avenue) • ESOP Stock Options package • Comprehensive Family Medical Insurance, Dental & Vision • 401(k) via Guideline • Life Insurance • Generous Parental Leave • Annual Learning & Development Stipend • 30 days vacation + public holidays
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