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Senior Customer Success Manager
Не указаноПолная занятостьCustomer SuccessEnterprise Software
Own the post-sale customer lifecycle for enterprise SaaS accounts, from onboarding and adoption through expansion. Act as a strategic advisor and first-line technical support partner while helping customers achieve measurable value from the platform.
Обязанности
- Manage onboarding, adoption, value realization, and expansion across an enterprise customer portfolio
- Develop deep functional and technical knowledge of the platform and demonstrate its capabilities
- Advise customers on product management workflows, best practices, and practical platform solutions
- Lead onboarding sessions and hands-on customer workshops
- Monitor usage patterns and identify opportunities to increase engagement and adoption
- Provide first-line support for platform issues and escalate complex cases to backend teams
- Identify account growth opportunities based on evolving customer needs
- Represent customer feedback and usage trends internally, collaborating with product and support teams
- Create and maintain customer-facing documentation and knowledge-base resources
Требования
- 2–3 years of experience in customer success, account management, or a related field
- Required experience working at a SaaS company
- Ability to troubleshoot platform-level issues independently as first-line technical support
- Excellent communication and presentation skills for training, coaching, and customer discussions
- Native or near-native English fluency
- Willingness to accommodate US business hours
- Customer-focused, self-directed, and results-oriented approach
Будет плюсом
- Experience building relationships with senior stakeholders at large enterprises
- Experience using AI tools to improve research, preparation, or troubleshooting
- Experience supporting US-based customers
- Strong knowledge of product management principles
Условия и преимущества
- Professional development and career advancement opportunities
- Collaborative and supportive work environment
- Competitive salary and benefits package
- Opportunity to influence customer outcomes and product improvements