Senior Customer Success Manager

Role Overview

Leads the end-to-end holistic delivery of the overall operational service for strategic customers, enabling effective and seamless service excellence with customer success at the heart of the culture.

What You Will Do

Accountable for post-sales customer health, leading regular customer-facing service reviews, and ensuring contractual SLA attainment tracking.

Why It Might Be a Fit

Requires analytical thinking, business acumen, communication, compliance, courageous conversation, cross-functional coordination, and problem-solving skills.

Requirements

• Accountable for overall post sales customer health
• Leading regular customer facing service reviews
• Contractual SLA attainment tracking
• Interlock with Implementation Services teams for post sales customer onboarding
• Identify ‘at risk’ renewals and potential churn
• Managing service-related customer escalations and complaints
• Accountable for identifying and driving opportunities for service improvement