Senior Manager, Customer Success

About the position

SymphonyAI is looking for a technically savvy Customer Success Senior Manager who possesses a strong drive for results. The Customer Success Senior Manager will be responsible for the onboarding, continued success, retention, and renewals within the Symphony AI customer base. You will work closely with the Customer Success team, Sales, Product, Data Engineering, Solutions and Support team daily to support our customers and their initiatives with our products. We offer a friendly, dynamic environment for employees to learn and grow in one of today's hottest markets. Please Note: This role does require candidate to reside in or near the Tulsa, OK area.

Responsibilities

• Work closely with leadership group to retain and grow Symphony AI's existing customer base.
• Work closely with the Sales team on the customer hand-off once a sale is closed and manage the onboarding process, including technical and business onboarding calls, product configuration discussions and training.
• Work closely with the Solutions team to communicate and document customer configuration requests.
• Advise leadership group and other internal stakeholders on strategies to identify opportunities to further add value to existing Symphony AI customers.
• Develop a trusted partner relationship with customer stakeholders and executive sponsors to ensure they are leveraging the Symphony AI solution to achieve full business value.
• Deliver on outlined goals and metrics with the help of Product & Data Engineering.
• Proactively grow the depth of strategic relationships with Symphony AI customers.
• Manage and nurture customers to identify and eliminate risk of non-renewal.
• Identify renewal risk and work with internal stakeholders to remediate and ensure successful renewal.
• Work with Product and Data Engineering teams regarding the ongoing prioritization of upcoming product features based on customer requests/feedback.
• Collaborate with resources across the organization as needed to support customer's needs.

Requirements

• Prefer Bachelors or higher with a major in Business, Operations, Project Management or equivalent.
• 4-6 years of Customer Success or Account Management experience.
• 2+ years of SaaS Customer Success.
• 2+ years working with enterprise level customers.
• Excellent analytical, written, and verbal communication skills, with the ability to work effectively across functions.
• Desire and ability to learn new technology.
• Results-driven mentality, with a bias for speed and action.

Nice-to-haves

• Integrity
• Passion
• Empathy
• Tenacity
• Creativity

Benefits

• Competitive Salary and benefits package designed to attract and retain top talent.
• Flexible Hybrid Working Model to support a healthy work-life balance.
• Collaborative and Inclusive Work Environment that values diversity and teamwork.
• Access to the Latest Technologies and tools to enhance your work and skills.
• A Chance to Make a Tangible Impact on cutting-edge AI solutions driving the future of the retail industry.