Senior Product Customer Success Manager

Role Overview

The Senior Product Customer Success Manager will manage client accounts, improve KPIs, and create a service environment for contract renewal and expansion. They will also train and coach junior team members and provide day-to-day direction and support.

What You Will Do

Manage multiple accounts, deliver complex technical integrations, understand clients’ contracts, and develop strategic success plans. You will also coach and train CSMs, quality assure deliverables, and assist with client escalations.

Why It Might Be a Fit

This role requires a strong commercial awareness, business analysis skills, and experience in client account/relationship management. You should be able to articulate technical information clearly and simply, and have a curious and questioning approach.

Requirements

• Undergraduate degree
• Proven experience in client account/relationship management, or customer success
• Proven experience in technical and customer-facing project delivery, including API integrations
• Management of programs or multi-threaded projects
• Experience in account renewals/upsells/cross-sells
• Significant experience in business analysis and creating business requirements
• Strong commercial awareness
• Creation of business cases for initiatives and projects and ‘selling’ those to stakeholders
• Significant experience in data analysis using Excel or other tools
• Great verbal and written communication skills
• Experience of working in/with large corporates, navigating/managing processes