Senior Customer Success Manager

We are looking for a results-driven Sr. Customer Success Manager to actively engage customer accounts. The CSM is responsible for the health, retention, engagement, adoption, and growth of our product-based business with our customers.

The CSM will proactively reach out to her assigned accounts to build a joint journey with adoption plan, set benchmarks and milestones, present business reviews, product solutions, review product usage, product releases, enhancements, discuss feedback, find ways to add-on new products, and make suggestions to improve the overall customer experience.

**Responsibilities will include**:

- Manage the post-sales relationship for strategically significant accounts. Serve as the primary client contact and advocate for day-to-day and escalated issues and requests. Drive and secure ARR expansions and renewals.
- Serve as a point person for all communication with clients, including creative changes, pacing reports, performance reports, client meetings, enhancement requests etc.
- Rapidly acquire a thorough understanding of EasySend’s offerings, reporting data analysis, competitive advantages, resources, and processes, and articulate them persuasively to prospects and clients.
- Provide requested reports for data analysis and implement optimization recommendations
- Support clients with troubleshooting issues
- Internal Collaboration and Process Improvement
- Conceptualize and manage project timelines, coordinating with internal teams to meet client goals
- Monitor internal and third-party reporting for pacing, performance, and discrepancy purposes.
- Work closely with internal teams to provide continuous feedback inclusive of optimization suggestions and recommendations
- Ensure client expectations are exceeded
- Communicating regularly with the customer to evaluate satisfaction
- Support weekly/biweekly client calls
- Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions
- Forecast monthly revenue for an existing business or for any new opportunities

**Why we think this job is great**:

- It’s a remote full-time, 100% remote position.
- Our company highly promotes work-life balance.
- You’ll have the resources you need to learn, lead, and deliver results.

**Qualifications**:

- Customer Success experience in SaaS companies minimum 5-6 years
- Mid-Market and Enterprise customer-facing experience
- Experience with up-selling and cross-selling to existing clients - Growth-oriented
- Excellent communication, selling, and negotiation skills, high EQ
- Comfortable dealing with complex customer relationships, decision processes, and competing agendas/ambiguity.
- Ability to understand the client’s business goals, anticipate future needs, and help determine the ideal solution
- Flexible and creative at finding the right solutions while still able to weigh the right business considerations
- Strong technical orientation, tech-savvy
- Familiarity with Salesforce
- Ability to work under pressure and as part of a dynamic environment
- Able to work independently, while being open to direction and guidance.
- Experience collaborating with a team both locally and virtually
- Organized and methodical, with excellent time management skills
- Energized by solving problems and finding opportunities to make a client successful
- Highly motivated and target driven
- Continuously improve through feedback
- Excellent communication, both written and verbal, and interpersonal skills
- Full command of English (native level)

Kindly provide an English version of your resume and please fill out the questions in English as well. Thank you

**About Us**

Bold Business is a remote-first, global outsourced-solutions company with over $7B in service solutions over the past 25 years. Our international team helps the world’s leading companies transform their ideas into bold impacts. From Fortune 500 organizations looking to reduce operational costs by 40%-60% to fast-growth startups looking to scale, we work behind the scenes and empower companies to do more for less.

If you like to move fast and have a bias for action, you’ll fit right into our fast-paced, results-based environment. We’re a 100% remote/virtual team environment where you can work from wherever you are.