Senior Customer Success Manager

ABOUT THE ROLE We are seeking a seasoned Senior Customer Success Manager to join our fast-growing and high-performing Customer Success Organization. As a key member of our team, you will be responsible for ensuring successful product adoption and retention of key customers in the business. You will act as the go-to resource for our valued customers, building long-term, trusted relationships with key executives and influencers. WHAT YOU'LL DO As a Senior Customer Success Manager, your primary responsibilities will include: - Building custom Mutual Success Plans to align our Salesloft strategy to the customer's business objectives - Effectively guiding customers in how to prioritize next steps on a Mutual Success Plan, managing multiple points of contact with each customer - Partnering with internal teams on tasks and projects that impact the broader team - Reviewing trends in customer data and proactively identifying focus areas - Creating impactful Quarterly Business Reviews (QBRs) and prioritizing data based on insight and the "so what" for each customer - Identifying unusual trends in the data and anticipating key follow-up questions from a customer - Providing strategic guidance to customers around sales and sales engagement best practices for their use case - Championing industry best practices and challenging customers on their approach - Leading customer-facing webinars and internal trainings around industry insights and recommendations - Leading phone calls and on-site meetings with stakeholders (including C-Level), navigating both positive and more difficult conversations with ease WHAT YOU'LL NEED To be successful in this role, you will need: - 6+ years of experience in a Customer Success role - 1+ years of experience using the Salesforce CRM, with intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting - Previous experience in a SaaS/Technology company or fast-growing start-up preferred - Superb listening skills and the proven ability to dig deeper to uncover the customer's true objectives - High level of empathy and excellent communication skills - Expert project management skills, with the ability to prioritize, manage stakeholder expectations, and ensure all key objectives and timelines are met - Resourcefulness, scrappiness, and creativity, with the ability to build new playbooks and solutions for the team WHY REMOTE As a remote employee, you will have the opportunity to work with amazing colleagues who exemplify our ‘team over self’ core value. You will also have the flexibility to work from anywhere, while still being able to build long-term, trusted relationships with key executives and influencers. BENEFITS - Competitive salary - Comprehensive health plan - Parental leave - Education stipend - Life insurance - Equipment stipend - Flexible schedule