Customer Success Manager, Senior Manager

Role Overview

The Customer Success Manager, Senior Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.

What You Will Do

Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.

Why It Might Be a Fit

We are looking for candidates who have experience supporting customers in one or more of the following industries: State, Local Government, and Education (SLED). This includes working with state and municipal agencies, county and city governments, and K-12 or higher education institutions.

Requirements

• Experienced business professional, preferably with 5-7+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Possess industry-relevant expertise and begin honing skills in a relevant functional area.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• 3-4 years experience with deep Salesforce Service Cloud expertise.
• Knowledge of advanced Service Cloud features: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning.

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program

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