Senior Customer Success Manager - Remote | WFH

We are a leading software platform specializing in distributed systems, real-time streaming, and cloud-native applications. Our mission is to provide exceptional value through cutting-edge technology, fostering long-term partnerships built on trust and technical excellence. As we continue to grow, we are looking for a dynamic and results-driven Senior Customer Success Manager (CSM) to join our team.

Position Overview:As a Senior Customer Success Manager, you will play a pivotal role in engaging and expanding our largest strategic accounts. You will act as a strategic advisor, ensuring customers receive maximum value from our solutions while fostering strong relationships with executive stakeholders at enterprise organizations. Collaborating closely with Technical Account Managers and Sales Executives, you will define and execute customer engagement strategies, including regular business reviews and on-site meetings, to drive positive outcomes, renewals, and expansions.

Key Responsibilities:

Lead the onboarding process for new customers and co-create a successful customer journey.

Assess account health, forecast risks, and proactively drive renewals and expansions.

Identify and mitigate potential risks throughout the customer lifecycle to ensure long-term success.

Work cross-functionally with internal teams to prioritize and address customer needs.

Conduct Quarterly Business Reviews, Executive Business Reviews, and Proof of Value demonstrations to showcase the impact of our technology.

Negotiate contracts, pricing, and terms to establish long-term, mutually beneficial partnerships.

Develop and maintain strategic relationships with executive stakeholders, positioning yourself as a trusted advisor.

Apply consultative skills to engage effectively with clients and drive business value.

Partner with Sales, Professional Services, Solution Architects, and Product Management to ensure a seamless customer experience.

Share best practices with the team to continuously improve processes and enhance efficiency.

Stay informed on industry trends, competitive offerings, and emerging technologies to reinforce our market leadership.

Reports to: Senior Director of Customer Success

Qualifications:

5+ years of experience in Customer Success or Sales within Enterprise Software, with a proven ability to manage complex accounts and drive upsell opportunities.

Strong track record of exceeding renewal rates, upsell targets, or other key business metrics.

Expertise in conducting value-driven discovery sessions to understand customer objectives and key priorities.

Deep understanding of customer success strategies and lifecycle management.

Familiarity with the software development lifecycle (SDLC).

Experience working with cloud-based solutions, including pricing models and cloud-native architectures.

Ability to communicate technical concepts effectively and develop tailored solutions.

Strong organizational and time management skills in a fast-paced, remote-first environment.

Willingness to travel as needed for customer meetings.

Knowledge of real-time streaming, microservices, and cloud infrastructures (AWS, GCP, Azure) is a plus.

Bachelor's degree in Business, Technology, or equivalent professional experience.

Experience with Salesforce and SalesLoft preferred.

Where You'll Work:This is a remote position based on the East Coast of the United States.

Benefits:

Competitive salary with performance-based incentives.

Comprehensive health and wellness benefits.

Professional development and continuous learning opportunities.

Flexible remote work environment.

Collaborative, inclusive, and innovative company culture.

Our Core Values:

Authenticity: We value transparency and genuine communication, fostering trust and accountability in all interactions.

Customer Focus: We prioritize customer outcomes above all, ensuring success through deep understanding, proactive support, and unwavering dedication.

Innovation: We challenge the status quo, embrace alternative approaches, and continuously learn to push boundaries and create impactful solutions.

Persistence: We strive for excellence through experimentation, problem-solving, and calculated risks to achieve groundbreaking results.

Join us and be part of a forward-thinking team that is shaping the future of distributed systems and cloud-native applications!
Employment Type: Full-Time
Salary: $ 180,000.00 Per Year