Senior Customer Success Manager

About this role

The Senior Customer Success Manager (CSM) plays a pivotal role within our organization, empowering our customers to transform how they work. Our focus within Customer Success is to retain and grow, delight, and deliver value to our customers. CSMs act as customer champions and operate with the customer’s best interests and business drivers in mind to achieve business goals. They build and nurture strong relationships both internally and externally and proactively plan and execute internal and external initiatives to help customers achieve their goals. The Customer Success team is critical in driving high rates of renewal and expansion within the Seeq customer base.

A Senior Customer Success Manager...

• Develops a deep understanding of the customer’s business objectives and proactively plans and executes internal and external initiatives to drive customer outcomes.
• Is accountable for protecting and growing a multi-million dollar book of business by delivering high rates of renewal, mitigating churn and driving expansion
• Acts as the customer focal point in the organization and actively keeps customers informed on product updates, new use cases, updated training offerings, as well as helping customers map out their journey to achieve maximum value.
• Serves as the trusted advisor that stakeholders depend on for industry insights, digital transformation guidance, and maximizing the ROI of their investment with Seeq
• Partners with the sales team, the product team, the training team and the support team to ensure that customer needs are met and, where possible, anticipated.
• Understands Enterprise SaaS within large multinational organizations and can expertly navigate internal IT/OT priorities.

Key Responsibilities

• Develop and implement success plans that outline how we will align with our customers’ strategic initiatives to exceed their expectations.
• Deliver quarterly Customer Success Reviews, which are used to highlight successes and refocus p...