Senior Customer Success Manager

Summary

Join Plivo as a Senior Customer Success Manager to develop and nurture long-term relationships with customers in the United States and Canada. The successful candidate will be responsible for managing customer portfolios, identifying key factors required for success, and driving customer loyalty.

Requirements

• Relevant Bachelor’s degree or equivalent professional experience
• 7+ years of overall work experience
• 3+ years of experience in a customer success or related role at a high-tech or SaaS company
• Exceptional communication and interpersonal skills
• Self-starter with impeccable time management skills
• Capable of engaging effectively with a wide range of stakeholders
• People person who understands technology
• Flexibility to start work early (i.e. no later than 8:00 AM CT) to collaborate with colleagues in India
• Team player who can engage with other functions to deliver a better customer experience
• Experience negotiating renewals and/or net-new contracts
• Proven track record of taking ownership of tasks and driving to resolutions
• Analytical, with the ability to interpret customer data and trends
• Excellent written and spoken communication skills, listening skills, and presentation skills
• Capable of working independently to develop relationships with customers and internal stakeholders

Responsibilities

• Manage a portfolio of customers that represent a range of diverse backgrounds and maturity
• Be the voice of the customer within Plivo, identifying and communicating the key factors required for success
• Serve as the single point of contact for all post-sale activities, which involves coordination between support, product management, and sales teams
• Retain and grow revenue
• Cultivate, nurture, and grow business relationships with multiple contacts at each customer
• Prepare and deliver quarterly business reviews
• Regularly review product usage data to identify and address potential issues proactively
• Drive customer loyalty by creating a referenceable pool of customers
• Maintain expertise on industry trends, best practices, and the competitive landscape

Benefits

• Company-paid medical insurance
• Health, vision, and 401K benefits
• Ownership-driven culture
• Generous vacation policy
• Remote work setup