Senior Customer Success Manager

Job Description:

• Develop and execute comprehensive customer success strategies to drive business growth and retention
• Analyze industry trends and customer feedback to inform strategic decision-making
• Establish and maintain relationships with key customers and Enterprise stakeholders
• Understand customer business issues, value, and desired outcomes; recommend solutions based on Fenix24 best practices
• Mentor CSMs and support their development
• Identify growth opportunities and assist Sales with upsell opportunities
• Establish deep customer trust through regular touchpoints and Quarterly Business Reviews
• Provide thought leadership for the Customer Success team and strategic planning for account expansion
• Build relationships with customers at various organizational levels
• Develop deep knowledge of Fenix24 services and align them with customer programs to drive positive business outcomes
• Assist Customer Success leadership with customer communication plans for different client needs and verticals
• Collaborate with Engineering, Product, Sales, Support, and Executives to achieve customer goals, represent the customer voice, and manage visibility or escalations
• Deliver client reporting to C-suite executives, translating technical numbers into business value cases
• Perform additional responsibilities as assigned

Requirements:

• 5+ years of experience in Customer Success management roles
• Demonstrated success at partnering across company verticals to increase customer adoption and success
• Understanding of client budget cycles and how they affect annual recurring revenue models
• Strong written and oral communication and relationship-building skills
• Leadership capabilities
• Cross-functional management skills across multiple internal and external departments
• Advanced analytical skills
• Ability to translate raw reports into customer-facing documents using business intelligence software and/or MS Office tools
• Previous experience working with technology partners selling products in an MSP space
• Ability to administer contracts in a service delivery environment
• Understanding of information technology and managed services best practices
• Experience with service level agreement and contract management
• Experience with service delivery in a managed services practice organization
• Server, network, storage, and/or security support experience
• Practical application of InfoSec principles