Senior Customer Success Manager

Job Description

Job Overview: The Senior Customer Success Manager (Sr. CSM) role is a strategic position within the Customer Success Team, designed to align closely with an assigned Sales Executive s portfolio. The Sr. CSM s primary objective is to ensure strong business retention and growth by driving customer success through data-driven engagement and insights across the customer lifecycle. This role involves managing customer relationships post-sales, from registration to driving repeat business. Key responsibilities include check-ins, evaluation reviews, upselling opportunities, and ensuring a seamless learner experience. The Sr. CSM must have a comprehensive understanding of NetCom s products and services to guide customers effectively in selecting the right training solutions. Responsibilities: Serve as the primary relationship owner for assigned enterprise accounts in the POD, working collaboratively with Learning Consultants. Manage the full post-sales customer journey, including registration, classroom monitoring, usage tracking, and optimization. Leads strategic discussions to uncover opportunities with high-value learners and accounts. Focuses on larger or more complex upselling/crossselling opportunities Develop and execute strategies to minimize learner drop rates. Effectively manage the entire learner/accounts customer journey which results in customer increasing the investment with Netcom Proactively communicate with customers and internal teams to provide a feedback loop on our products and ensure the customers experience. Solve customer challenges by identifying gaps, proposing solutions, and mapping value against those solutions Monitor and document customer success stories, providing valuable insights to the Marketing and Operations teams. Requirements: Bachelors degree Minimum Proven experience in a Customer Success or Account Management role, preferably in the IT Training Industry. Strong understanding of IT training technologies and trends. Excellent communication, negotiation, and interpersonal skills. Ability to work collaboratively in a Sales POD Model. Results-oriented with a track record of meeting and exceeding client satisfaction and revenue targets (upselling and cross-selling) Proficiency in CRM tools and data analysis. Key Attributes: Results-driven mindset with a passion for customer success. Strategic thinker who can identify opportunities and execute effectively. Collaborative team player who thrives in a fast-paced, data-driven environment