Senior Customer Success Manager

Role Overview: You will be joining CultureMonkey, a fast-growing and innovative startup in the HR Tech SaaS space. As a Senior Customer Success Manager, you will play a crucial role in driving customer success and satisfaction. Your primary responsibilities will revolve around crafting and implementing cohesive customer success strategies, collaborating with key stakeholders, managing projects, launching customer campaigns, and reporting on key metrics to ensure continuous improvement. Key Responsibilities: - Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and QBRs/EBRs. - Partner closely with founding members to provide valuable insights that enhance the overall customer process. - Strategically plan and execute new projects to identify areas for increased product usage and adoption. - Develop and launch engaging campaigns to educate and nurture customers on the latest product features. - Regularly report on product adoption, usage, and customer health to the leadership team, delivering actionable insights to stakeholders. - Experiment with diverse approaches to maintain a steady, qualified pipeline of renewals. - Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT scores. - Provide operational oversight to ensure targets and KPIs are met. - Educate clients on best practices to achieve product success with CultureMonkey. Qualifications Required: - 5-8 years of overall experience with at least 5 years in a CS role, preferably in SaaS/HR Tech. - A balanced skill set encompassing strategic insight, analytical capability, business acumen, operational efficiency, effective communication, and collaboration skills. - Proficiency in systematic organization and delivering high-quality customer excellence. - Expertise in applying data-oriented methods, adjusting parameters as needed, and demonstrating powerful execution abilities. - Proven experience in handling various stakeholders, identifying key customers, and collaborating with multiple teams. - Strong knowledge of relevant CS tools and technologies. - A customer-centric mindset with exceptional relationship-building skills. - Proven expertise in front-ending global customers, preferably in the US. Role Overview: You will be joining CultureMonkey, a fast-growing and innovative startup in the HR Tech SaaS space. As a Senior Customer Success Manager, you will play a crucial role in driving customer success and satisfaction. Your primary responsibilities will revolve around crafting and implementing cohesive customer success strategies, collaborating with key stakeholders, managing projects, launching customer campaigns, and reporting on key metrics to ensure continuous improvement. Key Responsibilities: - Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and QBRs/EBRs. - Partner closely with founding members to provide valuable insights that enhance the overall customer process. - Strategically plan and execute new projects to identify areas for increased product usage and adoption. - Develop and launch engaging campaigns to educate and nurture customers on the latest product features. - Regularly report on product adoption, usage, and customer health to the leadership team, delivering actionable insights to stakeholders. - Experiment with diverse approaches to maintain a steady, qualified pipeline of renewals. - Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT scores. - Provide operational oversight to ensure targets and KPIs are met. - Educate clients on best practices to achieve product success with CultureMonkey. Qualifications Required: - 5-8 years of overall experience with at least 5 years in a CS role, preferably in SaaS/HR Tech. - A balanced skill set encompassing strategic insight, analytical capability, business acumen, operational efficiency, effective communication, and collaboration skills. - Proficiency in systematic organization and delivering high-quality customer excellence. - Expertise in applying data-oriented methods, adjusting parameters as needed, and demonstrating powerful execution abilities. - Proven experience in handling various stakeholders, identifying key customers, and collaborating with multiple teams. - Strong knowledge of relevant CS tools and technologies. - A customer-centric mindset with exceptional relationship-building skills. - Proven expertise in front-ending global customers, preferably in the US.