Senior Customer Success Manager

Job Title: Senior Customer Success Manager

Location:

Shift:

About SMS-Magic:

Founded over 15 years ago, SMS-Magic is a global leader in messaging solutions for businesses of all sizes, from SMBs to enterprise clients across industries including contact centers, financial services, education, retail, staffing, and wellness. Our mission: deliver the most advanced, simple-to-use messaging platform that empowers businesses to focus on the personal touch that sets them apart.

Learn more at: beconversive.com | sms-magic.com | Conversive.ai

Role Overview:

As a Senior Customer Success Manager (CSM), you will be the trusted partner and voice of SMS-Magic for your clients, ensuring their success, adoption, and satisfaction. You will manage a portfolio of high-value accounts, proactively solve challenges, and drive customer retention, expansion, and advocacy. This role is ideal for a SaaS Customer Success professional with experience leading teams, analyzing customer data, and delivering high-impact quarterly business reviews (QBRs).

Key Responsibilities:

• Build and maintain

  strong, trusted relationships

  with multiple stakeholders, including decision makers, technical contacts, and end-users.

• Conduct QBRs

  , ensuring alignment with client goals, adoption metrics, and ROI tracking.
• Own account renewals,

  upselling, and revenue growth

  for assigned accounts. Proactively track, escalate, and resolve client issues while managing expectations. Analyze customer data to

  identify adoption gaps, expansion opportunities, and product optimization insights

  .
• Share client feedback with internal teams to

  improve product and processes

  . Plan and execute onboarding, training, and knowledge-sharing sessions for clients. Prepare performance reports and campaign updates tailored to each persona within the client organization.

Must-Have Criteria:

Team Management & Leadership:

Problem Solving Under Pressure:

Data-Driven Decision Making:

Communication & Relationship Building:

Customer-Centric Approach:

Desired Experience:

• 68 years in

  SaaS Customer Success, Account Management, or Client Services

  , preferably with

  international exposure

  .
• Experience in

  driving product adoption, retention, and expansion

  , including cross-selling and upselling.
• Skilled in

  Salesforce or similar CRM platforms

  .
• Comfortable preparing and delivering

  executive-level presentations

  , reports, and QBRs.
• Strong

  analytical, strategic, and consultative mindset

  .