Senior Customer Success Manager

Summary

Join Imply, a fast-growing database company, as a Customer Success Manager. You will be the primary point of contact for a portfolio of accounts, driving customer satisfaction and ensuring account health. Responsibilities include leading customer renewals, managing customer relationships, collaborating with internal teams, and identifying growth opportunities. You will need at least 3 years of experience in a customer-facing role in the technology or SaaS industry, strong business acumen, and exceptional communication skills. Imply offers competitive benefits, including private medical insurance, group life and accident insurance, paid time off, and more.

Requirements

• Minimum 3+ years in Customer Success, Account Management, or a similar customer-facing role in the technology or SaaS industry
• Strong business acumen with the ability to articulate how technology solutions deliver measurable value to customers
• Proven ability to lead complex customer relationships, including renewals and growth discussions, with technical and business stakeholders
• Exceptional communication and interpersonal skills to build trust and foster collaboration with diverse customer teams
• Ability to identify and execute growth opportunities while driving adoption across customer organizations
• Comfortable managing multiple accounts simultaneously, maintaining high attention to detail and prioritization

Responsibilities

• Serve as the primary point of contact for a portfolio of accounts, driving customer satisfaction, fostering relationships, and ensuring overall account health
• Lead end-to-end customer renewals by demonstrating value, identifying expansion opportunities, and aligning with customer success goals
• Own customer relationship management, from onboarding and adoption to continued engagement, ensuring seamless transitions and sustained platform usage
• Collaborate with internal teams (Customer Architects, Sales, and Support) to address customer needs and proactively resolve challenges
• Partner with customers to identify measurable business outcomes and develop success roadmaps tailored to their objectives
• Drive adoption by engaging multiple stakeholders across customer organizations, expanding institutional usage and visibility of the platform
• Proactively identify and communicate customer feedback, influencing the product roadmap to address gaps and enhance satisfaction
• Develop industry expertise in key verticals to better anticipate customer challenges and provide strategic insights

Preferred Qualifications

• Experience with cloud platforms (AWS, GCP, Azure), SaaS technologies, and data-driven solutions, enabling you to guide customers effectively
• Familiarity with data analytics, visualization tools, or data-driven business strategies
• Experience working with or alongside technical teams, bridging the gap between business outcomes and technical execution
• Exposure to renewals-focused methodologies like MEDDIC or equivalent
• Background in data architecture, engineering, or tools such as SQL, ETL platforms, or data modeling

Benefits

• Provident Fund - Employer will contribute Equivalent to your contribution to the Provident Fund
• Private Medical Insurance
• Group Life & Accident Insurance
• Paid Time Off
• Phone/Internet Allowance
• Home Office Equipment Reimbursement
• Imply’s equity plan