Senior Customer Success Manager

Role & responsibilities

Client Engagement

• Ensure day-to-day deep engagement with key clients, fostering strong, collaborative relationships, and collecting feedback and testimonials.
• Handle escalations for key accounts with a focus on timely and effective resolution.
• Oversee the onboarding of new clients.
• Create and manage client training sessions, equipping clients with the knowledge and tools to maximize product value.
• Build strong, long-term relationships with clients, fostering loyalty and brand advocacy.

Team Mentorship and Development

• Guide Customer Success Managers (CSMs) to dynamically collect insights and maintain

high standards for continuous improvement. Help them lead critical discussions with clients.

• Conduct tight and supportive team iteration discussions to address and refine customer service processes.
• Develop and manage Key Performance Indicators (KPIs) for team performance, account penetration, and customer satisfaction

Strategy

• Strategize account expansion and revenue growth by deepening client engagement with targeted upsell and cross-sell strategies, aligning offerings with client goals.
• Use analytics to focus on high-growth accounts, manage renewals, and reduce revenue leakage.
• Collaborate with product teams to integrate client feedback, enhancing product relevance and supporting loyalty.

Behavioural Traits

Solution-oriented and hands-on, ready to address challenges as they arise, with the ability to

connect with clients and teams effectively.

Requirements

• 7+ years in customer success management, preferably within the IoT, automotive, or technology sectors.
• Highly customer-centric, with a strongfocus on stability and resolution in client engagements.
• Strong verbal and written communication skills, adept at connecting with clients and internal teams.
• Approachable, acting as a guiding resource for both clients and team members.

Communicative and transparent

• Organized and detail-oriented, capable of managing multiple accounts without compromising on quality.
• Skilled in resolving complex customer issues with professionalism and sensitivity.

Flexibility to thrive in a fast-paced environment, balancing multiple client engagements

effectively.