Senior Customer Success Manager - (Remote - US) - job 3 of 3

As a Senior Customer Success Manager at Jobgether, you will manage a portfolio of high-value enterprise accounts, develop strategic account plans, and lead conversations to identify cross-selling and upselling opportunities. You'll also focus on customer retention, engage proactively using data insights, and resolve escalations by collaborating with internal teams.

Candidates for the Senior Customer Success Manager role at Jobgether should have at least 5 years of experience in enterprise customer success, account management, or sales in a SaaS environment. Additionally, strong project management skills, familiarity with SaaS metrics, and excellent communication abilities are essential.

Jobgether offers access to the Appfire University learning platform to help Senior Customer Success Managers enhance their skills. We also provide a competitive salary, company equity, and various benefits to ensure personal and professional growth.

The role of Senior Customer Success Manager at Jobgether can be performed entirely remotely, providing flexibility to work from home or any location in the United States. Our culture promotes collaboration and a commitment to delivering excellent customer experiences.

Jobgether offers a competitive salary with equity options, a 401(k) matching component, 100% company-paid health insurance (including dental and vision), flexible PTO, mobile and internet stipends, and 24 hours of paid volunteer time each year.

In managing enterprise customer relationships, I prioritize understanding their unique challenges and goals. I establish regular check-ins and open lines of communication to ensure they feel supported, while also proactively identifying opportunities to extend the value of our solutions.

To handle customer escalations, I first ensure I fully understand the issue by engaging with the customer and gathering necessary details. Then, I collaborate with internal teams to quickly resolve the problem, keeping the customer informed throughout the process to restore their confidence.

I focus on metrics like Net Revenue Retention (NRR), Customer Lifetime Value (CLTV), and customer adoption rates. These metrics provide insights into how well we’re meeting customer needs and help drive strategies for growth and retention.

One successful upsell involved a customer who initially used our basic package. After assessing their needs, I identified additional features that would streamline their operations. After demonstrating the value, they upgraded, which resulted in a significant increase in ARR.

I prioritize accounts based on their potential for growth, strategic importance, and the complexity of their needs. By evaluating these factors, I can allocate my time effectively and ensure that high-potential accounts receive the attention they deserve.

A CRM is crucial in my customer success strategy. It allows me to track interactions, monitor key metrics, and analyze data to inform strategic decisions. Using tools like Salesforce, I can ensure that I manage my accounts efficiently and follow up proactively.

Collaboration with teams such as sales, support, and product is vital. I maintain regular communication to exchange insights and feedback, ensuring that we're all aligned in delivering exceptional customer experiences and addressing their evolving needs.

To reduce churn, I employ a proactive engagement strategy, utilizing data analytics to identify at-risk accounts. I initiate conversations to understand their issues and ensure they feel valued. Furthermore, I implement tailored solutions to enhance their satisfaction.

I have extensive experience with SaaS metrics including NRR and CLTV. I regularly analyze these metrics to assess performance and influence customer success strategies, ensuring that our services align with customer expectations and drive revenue growth.

I am excited about the opportunity to work as a Senior Customer Success Manager at Jobgether due to your innovative approach to talent matching and commitment to customer success. I believe my background in enterprise customer management and passion for fostering enduring client relationships aligns perfectly with your mission.