Senior Customer Success Manager
SuccessKPI Inc.Remote - Work - USA: CA, CO, FL, GA, IL, ID, IN, MA, MD, MO, MI, NE, NC, NJ, PA, TN, TX, VA ONLY19h ago
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Requirements
- Ability to help customers overcome technical and training hurdles while expanding their use of the platform
- 5+ years in customer-facing roles – Sales/Support/Services/Architecture, with at least 2-3 years of enterprise account management experience and at least 1+ year of technical account management
- Ability to handle escalation management
- Strong project management fundamentals
- Passionate about building customer success for the SuccessKPI “Brand”
- Being a change agent and solution maker
- DNA – You possess the “Helper Gene” and are proactive in acting on behalf of your customers
- Hands-on experience with data warehousing ecosystems (e.g. Data sources / ETL / Data warehouse / Data marts). Understanding of different types of data schemas (OLTP vs. OLAP, snowflake, etc.)
- Hands-on experience with Data and Analytics tools such as Business Objects, Cognos, OBIEE, MicroStrategy, Tableau, Qlik, PowerBI, SQL
- Familiarity with ETL tools (such as Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle) is a plus
- Knowledge and experience with deployment architectures on-premises and in cloud environments like AWS, Azure, and Google Cloud
- What Success Looks Like
- Customers achieve measurable business value within their first 6–12 months with clear adoption milestones, executive alignment, and documented ROI.
- Enterprise accounts expand organically through trusted partnership resulting in strong retention, referenceable customers, and consistent ARR growth.
- You are viewed as a strategic advisor — not just a point of contact — with executives relying on you to translate analytics into business decisions.
- Escalations are handled with confidence and urgency, protecting relationships while driving issues to resolution across internal teams.
- Product usage grows over time with increased feature adoption, deeper data integrations, and expanded user engagement.
- Internal teams (Sales, Support, Product, Services) trust your account insights because you communicate customer needs clearly, proactively, and actionably.
- Renewals feel like a natural next step, not a negotiation, because customers clearly see SuccessKPI as mission-critical to their operations.
- You identify and help cultivate expansion opportunities within your portfolio, contributing meaningfully to net revenue retention.
- You build strong executive relationships across Fortune 10 and Fortune 50 organizations, positioning SuccessKPI as a long-term analytics partner.
- SuccessKPI is a rapidly growing and thriving business providing an AI Rich, pure SaaS analytics and automation platform for contact centers. SuccessKPI combines a rich data lake and business intelligence layer with quality management, speech and text analytics and the real time action power of playbooks to act on customer conversations. Customers can start in minutes to remove the obstacles that contact center agents, managers, and executives face in providing a great customer experience.
- For more information on SuccessKPI, please visit us at successkpi.com
Responsibilities
- Understand how our customers want to use SuccessKPI and help make these aspirations a reality
- Be the customer companion on their journey through on-boarding, adoption and a lifetime of success.
- Collaborate across SuccessKPI departments and customize the response to the needs of our customers
- Be a part of an Account team that manages enterprise accounts consisting of Fortune 10 and Fortune 50 companies and responsible for Annual Recurring Revenue of $2-5MM.
- Become the primary point of contact for customers and the voice that communicates use case/requirements/expectations in a way that is actionable for Marketing, Sales, Support, Services, and Product teams at SuccessKPI.
- Manage updates in our customer relationship management tools
- Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance and work closely with support on other needs
- Understand the concepts and importance of identifying growth areas in existing customer base
- Help build expansion opportunities – passive selling
- Travel as needed to support Customer meetings, trainings, or other company meetings & business (required travel typically less than 20%)
Benefits
- Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
- Opportunity to work for a fast-growth global company in the rapidly growing analytics space
- Opportunity for career development and growth opportunities as we grow and scale
- Opportunity to build industry relationships and work alongside seasoned industry experts
- Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI!
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