Customer Success Manager, Sr.

About Us: SourceDay is a leading SaaS provider in the procurement solutions space, specializing in empowering manufacturing businesses to optimize their procurement processes. Our mission is to drive innovation and efficiency, helping our clients achieve greater operational success.

Job Overview: As a Senior Customer Success Manager, you will play a key role in driving customer satisfaction, retention, and growth by developing strategies that align with company goals. This role demands a customer-centric mindset, strong account management skills, accountability, and the ability to work cross-functionally to deliver an exceptional customer experience.

Key Responsibilities:

1. Customer Advocacy:
   • Serve as the voice of the customer within the organization, advocating for their needs and ensuring their feedback is integrated into product development and company strategy.
   • Build and maintain strong relationships with key stakeholders at all customer organizations.
2. Customer Onboarding & Retention:
   • Oversee the customer onboarding process to ensure customers are set up for success from day one.
   • Develop retention strategies and initiatives to minimize churn and maximize customer lifetime value.
   • Identify at-risk customers and create action plans to address issues and retain their business.
3. Growth & Expansion:
   • Collaborate with Sales and Marketing teams to identify opportunities for upselling and cross-selling within the existing customer base.
   • Drive customer engagement and adoption of new features and services.
   • Support renewals and contract negotiations to secure long-term customer relationships.
4. Operational Excellence:
   • Utilize customer success processes and tools to improve efficiency and scalability.
   • Monitor and analyze customer health metrics for your book of business.
   • Continuously improve the customer journey by identifying pain points and implementing solutions.
5. Cross-Functional Collaboration:
   • Work closely with Product, Engineering, Sales, and Marketing teams to align on customer needs and deliver a cohesive customer experience.
   • Participate in strategic planning to influence product roadmap and business strategy based on customer insights.

Qualifications:

• Education: Bachelor’s degree in Business, Marketing, or a related field. MBA or advanced degree preferred.
• Experience: 5+ years of experience in Customer Success, Account Management, or related roles.
• Skills:
  • Proven track record of driving customer satisfaction, retention, and growth.
  • Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
  • Analytical mindset with experience in using data to drive decisions.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Familiarity with SaaS and procurement solutions is a plus.

Why Join Us?

• Be part of a dynamic and innovative company that is at the forefront of procurement solutions.
• Opportunity to lead a critical function that directly impacts the success of our customers and the company.
• Competitive salary, benefits, and opportunities for professional growth.