Senior Customer Success Manager
Skills
About This Role
Strategic Customer Ownership
- Own the customer relationship from post-signature through adoption, growth, and maturity
- Serve as the primary operational point of contact for customers
- Develop and execute customer success plans aligned with business and regulatory objectives
- Lead cadence calls, health reviews, and Executive Business Reviews
Customer Health, Risk & Retention
- Monitor and manage customer health using defined KPIs (TTFV, usage, health score, CSAT, NPS)
- Proactively identify churn risks and define mitigation plans
- Escalate issues in a structured and timely manner
- Ensure no-surprise renewals through early risk visibility
Adoption & Value Realization
- Drive consistent and deep adoption of FOCAL within contracted scope
- Support customers in optimizing workflows and configurations
- Guide customers toward advanced use cases and best practices
Growth & Expansion Signals
- Identify and document expansion, upsell, or cross-sell opportunities
- Partner with Sales to position growth opportunities effectively
- Contribute to case studies, references, and advocacy initiatives
Leadership & Mentorship
- Mentor Junior CSMs and contribute to onboarding new team members
- Provide feedback on processes, tooling, and customer experience improvements
- Act as a role model for structured, proactive Customer Success
Success Indicators
- Majority of portfolio consistently Green in health status
- Strong CSAT and NPS performance across owned accounts
- Reduced churn risk and effective escalation management
- Documented expansion opportunities generated from the customer base
- Positive feedback from customers and internal stakeholders
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