Senior Customer Success Manager, Emerging Enterprise (Remote) at careerzynith

Are you a customer success expert with a passion for driving growth and delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! careerzynith is seeking a seasoned Senior Customer Success Manager to join our team and help us continue to revolutionize the way we understand and manage experience for our customers. As a Senior Customer Success Manager at careerzynith, you will be responsible for managing a portfolio of high-growth, emerging enterprise accounts, driving customer adoption and value realization, and building strong relationships with key decision-makers. You will be the primary point of contact for your customers, working closely with cross-functional teams to deliver tailored solutions that meet their unique needs and goals.

• *About careerzynith**

careerzynith is the pioneer and market leader in Experience Management, with a mission to help organizations understand and manage experience for their customers, employees, and citizens. Our award-winning SaaS platform, careerzynith Experience Cloud, is the most comprehensive and intuitive solution on the market, enabling businesses to collect, analyze, and act on customer feedback in real-time. At careerzynith, we believe that every experience matters, and that talent is everywhere. We are committed to creating a culture that values diversity, equity, and inclusion, and to fostering a workplace where every individual can bring their whole self to work. We are proud to be an equal opportunity employer and an affirmative action employer, and we are committed to working with and providing reasonable accommodation to applicants with disabilities.

• *Key Responsibilities**

As a Senior Customer Success Manager at careerzynith, your key responsibilities will include:

• Managing a portfolio of high-growth, emerging enterprise accounts, with a focus on driving customer adoption and value realization
• Building strong relationships with key decision-makers, including C-level executives, product managers, and customer success leaders
• Collaborating with cross-functional teams, including sales, marketing, product, and professional services, to deliver tailored solutions that meet customer needs and goals
• Developing and executing customer success plans, including strategic direction setting, goal setting, and risk management
• Measuring and reporting on customer health, adoption, and value realization, using data and analytics to inform decision-making
• Identifying and pursuing new business opportunities, including upsell and cross-sell initiatives
• Providing exceptional customer service, including proactive issue resolution, timely issue escalation, and effective communication
• Staying up-to-date on industry trends, best practices, and careerzynith product and service offerings to ensure expertise and stay ahead of customer needs
• *Expected Outcomes**

As a Senior Customer Success Manager at careerzynith, you will be measured on the following key outcomes:

• Customer Success: measured by adoption and value realization of careerzynith's product suite and services, published case studies, participation in webinars and conferences, and overall client NPS
• careerzynith Success: measured by the financial performance of your accounts, renewal, and expansion
• *Day-to-Day Responsibilities**

As a Senior Customer Success Manager at careerzynith, your day-to-day responsibilities will include:

• Assimilating with account teams both internally and externally to develop relationships with customers, track and assess account health, and formulate action plans to manage goals, challenges, risks, and growth opportunities
• Building trusted advisor relationships with key decision-makers at customers, executing on action plans, and collaborating with internal careerzynith teams to drive long-term healthy customer programs
• Ensuring timely and accurate customer health updates, owning forecasting and prioritization for customer success amongst assigned accounts, and representing the voice of the customer and employee in leadership meetings
• Creating reference-able customers, including case studies, reference calls, and speaking engagements
• *Required Qualifications**

To be successful as a Senior Customer Success Manager at careerzynith, you will need:

• 5+ years of customer-facing experience in a CSM function, account management, consulting, or client service role
• A mix of business and technical acumen, with the ability to engage and add value in discussions involving both technology and business strategy
• Experience facilitating meetings, delivering executive presentations, and resolving conflict with resources at all levels
• Ability to handle challenging cus