Senior Customer Success Manager

Summary

Join Relyance AI as a Senior Customer Success Manager and manage the adoption, expansion, retention, and post-implementation experience for your customer portfolio. Build relationships with various customer stakeholders, develop joint success plans, and conduct check-in meetings and business reviews. You will be the voice of the customer, identifying opportunities for improvement and scaling the customer success function. This remote role requires 5+ years of experience managing enterprise accounts, preferably with SaaS companies, along with strong problem-solving, project management, and technical skills. The role offers a competitive salary range of $125,000 to $148,000 and is based remotely but requires candidates to be located in TX, MO, OK, or IL.

Requirements

• 5+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products
• Possess curiosity about the modern technology stack and the current privacy landscape
• Have a growth mindset and be willing to think from first principles
• Ability to break down big problems / ambiguous goals into smaller actionable steps. A bias for creating clarity (for internal stakeholders and customers) and strong project management skills
• Empathy for customer workflows and the ability to dig deep
• Past technical experience in some capacity and find modern technology stacks fascinating

Responsibilities

• Manage the adoption, expansion, retention, and overall post-implementation experience for your portfolio of customers
• Establish trust and build relationships with different customer stakeholders (including managers, directors, VPs, and CISOs)
• Develop joint success plans with customers to ensure a clear plan is in place to achieve their objectives
• Conduct check-in meetings for tactical items and perform business reviews with C-level executives / decision-makers to align on their objectives and business outcomes
• Understand customer workflows and proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success
• Be the voice of the customer by consistently capturing customer feedback, customer highlights, and lowlights and channel that internally with various stakeholders (product, exec team, etc.)
• Become a Relyance AI product expert
• Identify process gaps, templatize, and implement playbooks to scale and optimize the Relyance AI customer success function
• Collaborate with the Sales team to manage deals, renewals, and expansions
• Actively participate in shaping the future of the Customer Success organization at Relyance AI

Preferred Qualifications

• Privacy experience (GDPR, CCPA, GRC, etc.) in some capacity
• Experience with code in your past experience/school or a side project or technical SaaS implementation experience

Benefits

• Remote role (candidate must be located in TX, MO, OK, IL)
• Base salary pay range for this role is $125,000 to $148,000