A Senior Customer Success Manager at Suzy is responsible for managing relationships with a diverse portfolio of leading brands. This role involves understanding clients' business goals, providing training and support to maximize platform adoption, renewing contracts, and collaborating with sales teams to drive growth through upselling and cross-selling.

Candidates for the Senior Customer Success Manager position at Suzy should have over five years of experience in market research and enterprise client management, a solid understanding of brand strategy, exceptional analytical skills, and strong project management abilities to thrive in a fast-paced environment.

Suzy provides generous health, dental, and vision benefits to its Senior Customer Success Managers, alongside an immediate vesting 401K plan. Additionally, the company fosters a friendly and collaborative work environment where employees have the chance to directly impact the growth of a fast-growing company.

As a Senior Customer Success Manager at Suzy, you’ll work with clients from a wide range of industries, including food and beverage, financial services, beauty and personal care, healthcare, manufacturing, media, and technology, helping them leverage consumer insights for growth and decision-making.

Success for a Senior Customer Success Manager at Suzy is measured through client relationship management, contract renewals, growth in platform usage, and the implementation of effective engagement strategies that ensure long-term client satisfaction and business objectives are met.

The target base compensation for a Senior Customer Success Manager role at Suzy ranges from $110,500 to $130,000 per year, providing competitive pay for those dedicated to fostering client partnerships and delivering exceptional value.

Suzy prides itself on a friendly and fun work culture, promoting collaboration among team members. Senior Customer Success Managers frequently engage with executives and have the opportunity to make impactful contributions within a diverse and inclusive environment.

To understand client needs effectively, I prioritize active listening and regular check-ins. I ask open-ended questions to gather insights into their goals and challenges, ensuring I tailor our services to meet their specific business needs.

In my previous role, I implemented quarterly business reviews that allowed me to proactively address client needs and demonstrate value by showcasing research findings that aligned with their objectives, resulting in increased client satisfaction and contract renewals.

When facing challenging client situations, I remain calm and focused, quickly identifying the problem and facilitating transparent communication. I work closely with internal teams to provide solutions and keep the client informed throughout the process to rebuild trust.

I successfully identified an upsell opportunity by conducting a needs assessment during a client meeting, presenting them with additional features that could enhance their experience, which led to a significant increase in their contract value and satisfaction.

I have led onboarding processes for multiple new clients, ensuring a smooth transition by providing tailored training sessions and creating comprehensive onboarding materials that empower clients to maximize our platform effectively.

I utilize project management tools to track all client interactions and deadlines. This helps me prioritize tasks, stay organized, and ensure timely follow-ups and deliverables are met, ultimately driving success across all accounts.

Data analysis is central to my client consultations as it enables me to extract actionable insights from research findings. I leverage these insights to provide strategic recommendations that align with clients' business goals, enhancing their decision-making process.

I measure the success of client relationships through feedback surveys, contract renewals, and growth in platform utilization. I also track engagement metrics to assess whether we're meeting their strategic goals and adjust our approach as needed.

I have extensive experience collaborating with sales, marketing, and product teams to ensure aligned goals and strategies. This collaboration facilitates a comprehensive service offering for our clients, enhancing their overall experience with our company.

To ensure long-term client value, I implement regular check-ins and strategy sessions, analyzing their evolving needs and adapting our offerings. I focus on fostering strong relationships, ensuring clients feel supported and valued throughout the entirety of their journey.