Senior Customer Success Manager
3 weeks ago
Senior Customer Success Manager – Manila
Posted 1 day ago
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Job DescriptionCustomer Success Manager - AEM
About the Role:
- Renewal ownership: lead renewal strategy and negotiations; ensure price yield targets are met; proactively mitigate churn and at-risk accounts.
- Customer lifecycle management: define success plans with measurable outcomes and execute engagement cadences to drive adoption and retention.
- Growth identification: surface cross-sell and upsell opportunities based on business needs and product fit; partner with Business Development to progress expansion.
- Executive and stakeholder engagement: build multi-threaded relationships; tailor value narratives that position our solutions vs. competitors.
- Training and enablement: diagnose customer training needs; coordinate with Training Specialists to deliver targeted enablement that boosts usage and proficiency.
- Territory and account planning: maintain account plans, health scores, and risk/expansion hypotheses; execute territory strategies aligned to segment goals.
- Forecasting and reporting: deliver accurate renewal and expansion forecasts; reforecast as needed; maintain dashboards and documentation.
- Salesforce discipline: ensure complete, timely, and accurate CSM data, including activities, health indicators, renewal dates, and opportunity details.
- Product and industry expertise: maintain current product knowledge and competitive positioning; develop industry understanding to align use cases with customer outcomes.
- Cross-functional collaboration: partner with Product, Support, Order Management, Marketing, and Sales to resolve issues, share insights, and enhance customer experience
- Renewal outcomes, meeting or exceeding retention and price yield targets for assigned accounts.
- Regular customer touchpoints highlighting value realized, usage trends, roadmap relevance, and next-step commitments.
- Accurate monthly and quarterly forecasts for renewals and identified expansion opportunities.
- Clean, up-to-date Salesforce records and reporting dashboards.
- Customer training plans and completion outcomes that correlate to increased adoption/usage.
- Actionable customer and competitive insights shared with internal teams.
About You:
Qualifications and Experience
- Bachelor's degree in Business, Finance/Accounting, Commerce, Law, or related field preferred.
- Background in Account Management, Customer Success, or Sales within Technology/SaaS or IT preferred; proven track record driving renewals and retention.
Skills
- Commercial acumen
- Relationship leadership: strong stakeholder management
- Communication: excellent English written and verbal skills; other languages as required
- Customer orientation
- Planning and organization: strong territory/account planning, prioritization, and time management skills.
- Collaboration: effective cross-functional partner
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