Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager is responsible for guiding clients through every stage of their post-sales journey with ITG’s technology solutions. They ensure clients achieve maximum value and return on their investment by delivering consultative onboarding, project management, tailored training, and proactive account management.

What You Will Do

The Senior Customer Success Manager will drive client adoption, satisfaction, and retention through conducting an in-depth client discovery and onboarding the correct ITG solution to optimize value. They will also analyze client usage and results data, leveraging such analysis to create and implement best practices within assigned client’s user base.

Why It Might Be a Fit

The ideal candidate will have 5+ years of experience in technology customer service, ideally with agency/SaaS experience, and 3+ years managing enterprise or strategic accounts with demonstrated success driving customer retention and account growth.

Requirements

• 5+ years of experience in technology customer service, ideally with agency/SaaS experience
• 3+ years managing enterprise or strategic accounts with demonstrated success driving customer retention and account growth
• Retail, agency, or MarTech industry experience preferred
• Strong technical and non-technical project management
• Bachelor’s degree preferred
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Proven experience providing support to customers or providing training on company products
• Demonstrated success in utilizing reporting tools such as Monday, Planhat, Asana, Jira and other reporting dashboards
• Ability to translate product value to both technical and non-technical audiences
• Empathetic, positive attitude with a desire to help our clients reach their goals
• Ability to solve complex problems
• Demonstrates a naturally inquisitive mindset, proactively asking thoughtful questions to fully understand challenges, uncover root causes, identify opportunities for improvement, and explore better, more effective ways of working

Benefits

• Unlimited PTO after 90-days of employment
• 10 paid holidays plus your birthday off
• Comprehensive benefits including medical, dental, vision
• 401k with employer matching (after 1 year of service)
• Referral bonus for bringing great talent to the organization
• A savings discount plan on entertainment, hotel stays, travel, shopping, and more!

Tagged as: Project Management