WhatJobs

Compensation

Full Description

Our client is seeking a dynamic and results-oriented Senior Customer Success Manager to join their growing team in Orlando, Florida, US . This role is pivotal in fostering strong, long-term relationships with key clients, ensuring they maximize the value of our SaaS solutions. You will be responsible for client onboarding, adoption, retention, and expansion, acting as the primary point of contact and trusted advisor. The ideal candidate possesses exceptional communication skills, a deep understanding of SaaS products, and a proactive approach to client management. You will work collaboratively with sales, support, and product teams to deliver outstanding customer experiences and drive customer loyalty. Key responsibilities include:Developing and executing strategic account plans for a portfolio of enterprise clients. Leading client onboarding and training initiatives to ensure successful product adoption. Proactively monitoring client health and identifying opportunities for engagement and value realization. Conducting regular business reviews with clients to assess progress and identify areas for growth. Managing contract renewals and identifying upsell/cross-sell opportunities. Resolving client issues effectively and efficiently, escalating when necessary. Gathering client feedback to inform product development and service improvements. Building strong relationships with key stakeholders within client organizations. Collaborating with the sales team to ensure seamless handoffs and support expansion efforts. Serving as a subject matter expert on our products and best practices. The successful candidate will have a Bachelor's degree in Business, Marketing, or a related field, with a minimum of 5 years of experience in customer success, account management, or a related client-facing role within the SaaS industry. Proven experience managing enterprise-level accounts and a track record of reducing churn and driving expansion are essential. Strong understanding of SaaS business models and customer lifecycle management is required. Excellent communication, presentation, and problem-solving skills are necessary. This role offers a hybrid work model, combining the benefits of remote flexibility with in-office collaboration at our Orlando, Florida, US location.