Senior Customer Success Manager

Join Verinext, a technology company that's not just keeping up with the future, but actively shaping it. At Verinext, we firmly believe that work should be as enjoyable as it is rewarding. As a Customer Success Manager, you'll be stepping into an environment that thrives on innovation and fun. Our team-oriented culture isn't just a buzzword; it's a cornerstone of our success. We're incredibly proud to have been recognized as a "Best Place to Work" by the Philadelphia Business Journal for 10 consecutive years.

We are seeking a highly motivated and experienced Customer Success Manager to join our team and play a critical role in our company's integration process following several mergers. In this position, you will be responsible for expanding and enhancing the customer experience practice across the organization by bringing account teams together to collaborate and develop a 360-degree view of our customers. Your efforts will directly impact our ability to deliver an exceptional customer experience, increase customer loyalty, and uncover new opportunities within your accounts.

Responsibilities:

• Execute the integration plan and lead the effort to integrate the customer success functions across multiple teams post-merger.
• Implement a customer success strategy to improve customer satisfaction, retention, and overall success metrics.
• Collaborate with account teams, sales, and customer service departments to create a 360-degree view of customer needs, pain points, and opportunities for growth.
• Establish and maintain strong relationships with key stakeholders, including customers, to ensure alignment of goals and priorities.
• Identify and address gaps in customer experience processes, ensuring consistent and exceptional service delivery across all touchpoints.
• Provide training, guidance, and support to account teams on customer success best practices, tools, and methodologies.
• Conduct weekly, monthly, and quarterly meetings with the clients to stay informed of all developments within the accounts, and meet regularly with the account managers for collaboration and communication on any issues or ongoing projects.
• Develop and maintain a deep understanding of our products, services, and industry trends to effectively articulate our value proposition to customers.
• Stay up-to-date with industry best practices and innovations in customer success management, bringing new ideas and strategies to the team.
• Collaborate with cross-functional teams to identify and support opportunities for upselling, cross-selling, and expanding services to existing customers.
• Assist in the development and implementation of customer success related technology, tools, and systems to enhance efficiency and scalability.

Requirements

• Bachelor's degree in business
• Administration, marketing, or a related field or 2+ years related experience.
• Proven experience within a customer success management or service delivery position in a complex and fast-paced environment.
• Strong understanding of post-merger integrations and change management.
• A creative approach to problem solving in an ever-expanding industry with a many unique and custom-built solution offerings.
• Excellent communication skills, with the ability to articulate complex ideas and requirements to diverse audiences, as well as build relationships with internal and external stakeholders.
• Demonstrated leadership skills, with the ability to inspire and motivate cross-functional teams.
• Analytical mindset, with the ability to gather and analyze data to drive informed decision-making.
• Proficiency in customer success software and CRM tools.
• Experience in implementing customer success strategies and initiatives.
• Ability to work independently and prioritize effectively in a dynamic environment