Senior Customer Success Manager

United StatesRemoteFull-timesenior

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

Own ongoing customer relationships as the primary point of contact, trusted advisor, and internal advocate. Develop hands-on expertise in the platform,

Requirements Summary

The ideal candidate combines substantial customer-facing experience with strong product knowledge, a genuine desire to learn,

Technical Tools

Customer Success ManagerCustomer

As a Senior Customer Success Manager, you will help enterprise customers maximize the value of a product information management platform through deep product expertise, trusted partnerships, and proactive guidance. You will own customer relationships after go-live, turning business objectives into measurable adoption and success outcomes. By combining hands-on platform knowledge with strategic account management, you will help customers overcome challenges, improve daily workflows, and achieve lasting results. Working closely with cross-functional teams, you will influence product improvements and ensure customer feedback informs the platform’s evolution. You will also identify risks, strengthen customer relationships, and uncover opportunities for long-term retention and growth. This fully remote role is ideal for a curious, proactive professional who enjoys solving complex problems and helping customers become confident, independent users.

As a trusted advisor and product expert, you will manage a portfolio of enterprise customers, guide their adoption journey, and ensure they continuously realize value from the platform. Your responsibilities will include:

Own ongoing customer relationships as the primary point of contact, trusted advisor, and internal advocate.
Develop hands-on expertise in the platform, helping customers navigate its features and everyday tasks independently.
Drive post-go-live adoption by translating customer objectives into success plans with measurable milestones.
Conduct regular business reviews to assess progress, demonstrate value, and align on evolving customer priorities.
Proactively identify account risks, address adoption barriers, and implement strategies to reduce churn.
Identify expansion opportunities and collaborate with Account Management ahead of renewals and growth discussions.
Represent the voice of the customer by sharing feedback, product suggestions, and adoption challenges with Product and Support teams.
Stay informed about industry trends and share relevant knowledge through best-practice sessions and platform walkthroughs.
Monitor escalations and technical issues affecting customer accounts, coordinating with the appropriate internal teams to support resolution.
Collaborate with Account Management, Business Solution Architects, Product, and Professional Services throughout the customer journey.

Requirements

~1 min read

The ideal candidate combines substantial customer-facing experience with strong product knowledge, a genuine desire to learn, and the ability to translate technical platform capabilities into practical business outcomes. You should bring most of the following qualifications: