Senior Customer Success Manager

$86,847 - $138,956/Yr

CSG Talent - Atlanta, GA

Full-time - Mid Level

Remote - Atlanta, GA

Administrative and Support Services

About the position

As a Senior Customer Success Manager at CSG, you will play a pivotal role in overseeing a portfolio of strategic customers, ensuring their satisfaction, success, retention, and growth. Your primary responsibility will be to serve as the main point of contact for services, building and maintaining strong relationships with key stakeholders to understand their needs and objectives. Leveraging your expertise in customer success strategies, you will develop tailored plans aimed at driving adoption, usage, and value realization for our clients. Your proactive approach and strategic guidance will be essential in maximizing customer satisfaction, loyalty, and fostering long-term partnerships. In this role, you will proactively develop an account or program strategy, managing a portfolio of strategic accounts that often have complex program and technical requirements. You will provide clients with thought leadership and consultation to maximize their investment in CSG. A deep understanding of your customers' expected business outcomes will be crucial, as you will build strong relationships with C-level executives, collaborating with them to construct and execute strategic account plans that drive customer success, retention, and growth. You will own and maintain the Customer Success Framework for the accounts in your portfolio, working closely with internal partners. Additionally, you will evaluate, understand, and advise on ways to materially drive usage of our platform, collaborating cross-functionally with CSG's go-to-market, finance, product management, and technical teams to ensure seamless implementation and ongoing support of the CSG CX solution portfolio. As the expert on your customers' programs, product utility, and business outcomes, you will monitor customer health metrics and create prescriptive recommendations to drive high utilization and adoption of CSG's CX product suite. You will also act as an escalation point for any reported or identified issues and operational service impacting events, ensuring that our customers receive the highest level of service and support.

Responsibilities

• Proactively develop an account/program strategy.
• Manage a portfolio of strategic accounts with complex program and technical requirements.
• Provide thought leadership and consultation to maximize client investment in CSG.
• Develop a deep understanding of customers' expected business outcomes.
• Build strong relationships with C-level executives and collaborate on strategic account plans.
• Own and maintain the Customer Success Framework for the accounts in the portfolio.
• Evaluate and advise on ways to drive usage of the platform.
• Collaborate cross-functionally with various teams to ensure seamless implementation and support.
• Act as the expert on customers' programs, product utility, and business outcomes.
• Monitor customer health metrics and create recommendations to drive utilization and adoption.
• Act as an escalation point for reported issues and operational service impacting events.

Requirements

• Bachelor's degree or equivalent education/experience.
• 5+ years of experience in customer success, consulting, CX, project/program management, and/or account management.
• Experience supporting top Enterprise customers with implementing and maintaining complex SaaS solutions.
• Proven track record of building and maintaining strong customer satisfaction and achieving revenue growth targets.
• Strong issue management skills.
• Ability to build and maintain relationships with internal/external clients at all levels of the organization.
• Strong leadership and collaboration skills with cross-functional teams.
• Demonstrated business acumen with the ability to translate business requirements into technical solutions.
• Ability to analyze workflow, evaluate systems, and formulate plans.
• Proficiency with Microsoft Office applications and ability to use a personal computer.
• Ability to read, write, speak and understand the English language in a business environment.

Benefits

• Work from Home, in-office, or hybrid.
• Employee Belonging Groups.
• Healthcare: Dental, Medical, and Vision.
• Paid Vacation, Volunteer, and Holiday Time Off.