Customer Success Manager

$113,090 - $113,090/Yr

Intelliswift Software - San Jose, CA

Full-time - Senior

Remote - San Jose, CA

Professional, Scientific, and Technical Services

About the position

The Senior Customer Success Manager will play a pivotal role in the Digital Experience Cloud team, focusing on delivering exceptional experiences for the company's top customers. This position involves strategic planning, use case adoption, advocacy, and ensuring value realization for clients. The ideal candidate will be dynamic, creative, and skilled in storytelling, thriving in a fast-paced environment while driving customer success through innovative solutions.

Responsibilities

• Provide customer-facing leadership to promote mutual success plans and engagement strategies.
• Accountable for the overall success of customers, including vision planning and multi-solution adoption.
• Act as the central point of contact throughout the customer lifecycle, defining measurable success plans.
• Network within accounts to ensure successful execution of the client's strategy and roadmap.
• Deliver exceptional customer experiences through proactive communication and resource orchestration.
• Drive product adoption using data to provide insights and track progress.
• Champion innovation by sharing industry trends and new customer use cases.
• Identify customer risks and collaborate on 'get well' plans with the client team.
• Be the voice of the customer internally, sharing strategic use-cases and process improvements.
• Contribute to Customer Success thought leadership and share best practices across the organization.

Requirements

• Bachelor's Degree and/or relevant work experience.
• 10+ years of Customer Success experience in Software as a Service and Digital Marketing.
• Experience in the High Tech industry.
• Proven success in driving customer success and measurable outcomes.
• Strong communication and interpersonal skills for conflict mediation and partnership cultivation.
• Strong consulting skills with the ability to prioritize and multi-task in a fast-paced environment.
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Existing knowledge of software in digital marketing and digital media, including data platforms and customer journeys.
• Skilled in Program Management within large organizations.
• Effective at leading executive C-level discussions and presentations.