Job Description
Greater Talent Group, Headquartered in Austin, Texas, redefines Talent Acquisition and Fractional HR Excellence with innovative strategies. We curate high-impact professionals aligned with company culture and objectives, while our Fractional HR services provide tailored solutions for dynamic growth. Our collaborative partnerships, national reach, technical expertise, and unwavering integrity drive industry-recognized and award-winning corporate cultures.
Greater Talent Group has an exciting opportunity for a
Senior Customer Success Manager [Remote, United States] , with a proven track record of managing Enterprise customers, at a Series B SaaS company.
As the primary point of contact and Customer Advocate for a portfolio of our most strategic enterprise accounts, you will leverage proactive high-tough methodologies to guide customers through onboarding to adoption. This position demands curiosity, problem-solving, and program management skills. You will have the opportunity to partner with a junior member of the Customer Success Team to drive and deliver ongoing success.
What You'll Do:
- Manage a book of business consisting of the company's largest strategic customers.
- Develop and maintain strong relationships with decision-makers and key stakeholders within our enterprise accounts, including C-suite executives.
- Partner with the sales team to manage a smooth transition from sales to implementation through expansion and renewal.
- Collaborate with customers to gain a comprehensive understanding of their existing workflows, pain points, and priorities and present customized solutions to address them effectively.
- Deliver a seamless white-glove onboarding experience, working closely with customers from project kickoff through comprehensive employee training and beyond.
- Create and execute strategic success plans to maximize customer adoption and ensure ongoing success with the company through regular touchpoints to drive value and ROI.
- Based on the success of new ideas/engagements within your portfolio, package resources of the engagement plans so they can be shared across the team to increase efficiencies and overall customer satisfaction.
- Drive customer engagement and usage of the company's products by utilizing tailored strategies to meet each customer's unique needs and goals.
- Conduct regular virtual and in-person check-ins, business reviews, and customer training sessions.
- Serve as a subject matter expert on the company's products and stay up to date with industry trends and best practices to provide strategic guidance as a trusted advisor.
- Identify and cultivate customer references, referrals, and case studies.
- Proactively identify and address potential risks to customer satisfaction and retention, developing strategies to mitigate these risks.
- Act as the customer advocate and liaison between customers and the company's Product Team to translate business requirements into enhancements.
- As a critical part of your Enterprise Customer Portfolio, you will mentor and coach junior members of the customer success team, fostering their professional growth and development. Overseeing their work to execute implementation activities and manage concurrent work.
What You'll Need:
- ââAlthough not a strict requirement, candidates for this role will typically have 10+ years of experience in customer success, account management, or relationship management.
- Familiarity with customer success platforms and tools (e.g., Salesforce, Gainsight, etc.).
- Self-starter attitude with a proactive approach to problem-solving and decision-making.
- A growth mindset, willingness to take risks, and champion new initiatives.
- Strong social and interpersonal skills, with the ability to engage stakeholders at all levels.
- Excellent organizational skills with the ability to manage time and resources effectively.
- Exceptional communication skills, both verbal and written.
- Passion for technology and innovation, with a desire to make a meaningful impact on customer success.
- Strong problem-solving skills, quick thinking, and the ability to make independent decisions.
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