Senior Customer Success Manager

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About the Role

Senior Customer Success Manager (Senior CSM)

Responsibilities

Client Engagement

• Ensure day-to-day deep engagement with key clients, fostering strong relationships and gathering insights.
• Handle escalations for major accounts with timely, effective resolutions.
• Oversee onboarding for new clients.
• Create and conduct client training sessions to maximize product adoption and value.
• Build long-term client loyalty and advocacy.

Team Mentorship & Development

• Guide Customer Success Managers (CSMs) to gather meaningful insights and uphold high standards.
• Lead team discussions to refine service processes and improve delivery.
• Develop and track KPIs for performance, account penetration, and customer satisfaction.

Strategy & Growth

• Drive account expansion through targeted upsell and cross-sell strategies aligned with client goals.
• Use analytics to identify high-growth accounts, manage renewals, and minimize revenue leakage.
• Collaborate with product teams to integrate customer feedback and enhance product relevance.

Behavioural Traits

• Solution-oriented and hands-on, with strong problem-solving abilities.
• Excellent at connecting with clients and internal teams.
• Approachable, supportive, communicative, and transparent.
• Organized, detail-oriented, and capable of managing multiple accounts efficiently.
• Skilled in resolving complex customer issues with professionalism and sensitivity.
• Adaptable and able to thrive in a fast-paced environment.

Requirements

• 7+ years of experience in Customer Success, preferably in IoT, EV, automotive, or technology sectors.
• Strong focus on customer engagement, stability, and resolution.
• Excellent verbal and written communication skills.
• Ability to guide clients and team members effectively.
• Strong organizational skills with attention to detail.
• Proven experience handling complex escalations.
• Ability to balance multiple client engagements smoothly.

Work Culture & Benefits

• The environment encourages continuous learning, skill development, and growth. The culture values respect, collaboration, humility, innovation, and open communication. Employees are supported with wellness programs, insurance benefits, and an inclusive, positive workplace.