Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to drive customer adoption, retention, and growth at scale through data-driven engagement strategies. This role blends customer success management with value engineering principles, ensuring that customers maximize their return on investment (ROI) while optimizing costs and performance.

As a hybrid role, you will use automation, analytics, and self-service strategies to engage customers at scale while also conducting in-depth value assessments to help customers achieve measurable business outcomes. You will work closely with cross functional teams to drive customer success, renewals, and expansion.

In this role you will...

Digital Customer Success Management:

• Develop automated and digital-first engagement strategies (email campaigns, in-app guidance, webinars) to support a large volume of customers.
• Align with Sales teams to support renewal strategies and expansion opportunities.
• Implement self-service resources (knowledge bases, chatbots, digital communities) to enhance customer enablement.
• Proactively monitor customer health scores, product usage, and engagement trends to identify and address risks.
• Develop scalable customer success strategy by leveraging the customer community.
• Leverage customer success platforms (Gainsight) to manage workflows and customer insights.
• Continuously refine and optimize digital playbooks, automation workflows, and engagement strategies.

• Identify opportunities to drive additional value for customers through the use of digital solutions.
• Conduct detailed analysis and assessments of customer processes and workflows to identify areas for improvement and optimization.
• Quantify the business impact and ROI of our solutions, creating compelling value propositions and case studies.
• Develop templates for CSMs to build and execute customized value plans that align with their strategic goals.
• Develop and present value realization reports and presentations to internal stakeholders.
• Stay up-to-date with industry trends and best practices to continuously enhance our value engineering capabilities.

• B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development or Business.
• 3-5 years of experience in Digital Customer Success, Value Engineering, or Customer Experience roles within technology or Saas industry.
• Strong analytical skills with the ability to translate data into actionable insights and strategic recommendations.
• Excellent communication and presentation skills, with the ability to influence and build relationships at all levels.
• Proven track record of driving customer satisfaction, retention, and growth.
• Technical aptitude and the ability to quickly learn and understand digital products and solutions.
• Self-motivated, proactive, and able to work independently as well as part of a team.
• Proficiency in Gainsight and CRM tools like Salesforce.
• Ability to interpret customer data, product usage trends, and performance metrics to drive engagement strategies.
• Project management experience and the ability to manage multiple priorities simultaneously.
• Familiarity with SaaS, B2B software, or cloud-based solutions preferred.