Senior Customer Success Manager

As a Senior Customer Success Manager (CSM), you will serve as a trusted advisor to our customers, ensuring ongoing success with our platform-based solutions, maximizing their return on investment, and facilitating strong customer retention and growth across our portfolio of products.

We’re a team of fierce customer advocates relentlessly committed to doing what is best for the customer and the company. We view Customer Success as a critical component to our organization’s ongoing success. We leverage best industry practices and skill development to help team members focus on customer outcomes, deliver beyond customer expectations, and grow through each experience. We respect diversity of thought and encourage team collaboration.

To set the team up for success, we are currently requiring our Senior-level Customer Success Managers to have direct functional domain knowledge in Source-to-Pay or Procure-to-Pay processes. If you do not have this experience, we encourage you to follow us on LinkedIn to keep a pulse on new opportunities.

We are considering candidates interested in working remotely out of the US Eastern Time Zone in the following states: NJ, VA, PA, MD, NC, FL, OH, GA. For candidates who prefer an in-office work environment, we operate offices in Cherry Hill, NJ and Bethesda, MD, although your immediate team members may not be local to those location. This key position reports to the VP, Customer Success within our Global Customer Success team. If you are passionate about creating satisfying customer experiences and want to do it for a company with a bright future, join us at the company Customer Success.

As a Sr. Customer Success Manager, S2P you will

• Serve as a client executive advocate by coordinating distributed internal functions and resources to reach client goals and solve complex customer issues

• Function as primary point of contact for all post-sales activities, including but not limited to customer onboarding, consultative guidance, change management, product training, technical support, and assigned account management activities

• Cultivate customer executive relationships to reinforce the strategic positioning of solutions

• Structure content and conduct regular business reviews with customer executives to review accomplishments, challenges, and reinforce business value

• Establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are being attained

• Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence

• Understand a diverse customers portfolio and strengthen relationships through support, training, and strategic dialogue with key users and contacts

• Earn the right to become a trusted advisor to customers, delivering best practices and value-added guidance with an empathetic ear

• Coordinate with the product, delivery, and support teams to meet customer needs related to product enhancements and change requests

• Actively monitor and promote customer product adoption and usage

• Promote, communicate, and train customer on new functionality and system upgrades

• Identify opportunities to increase the company product and solution footprint

• Act as the internal customer advocate to ensure customer needs and requests are met

• Proactively identify issues and potential concerns in the customer relationship and work to rectify these with internal resources as needed

• Represent the voice of the customer and work closely with the product team for new product enhancements and feature requests

• Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience

Requirements

You’ll need to have

• Bachelor’s degree in business or relevant field (or equivalent experience).

• Source-to-Pay (S2P), Procure-to-pay (P2P) or source-to-contract domain knowledge and experience.

• Approximately 4+ years’ experience in a Software-as-a-Service (SaaS) environment working in Customer Success Management, Account Management, or similar.

• Experience managing a concentrated portfolio of 10-20 enterprise-scale customer accounts as a consultative partner who embeds themselves in client operations in order to drive value and ROI.

• Exceptional collaboration and interpersonal skills, with demonstrated ability to build relationships at all levels of the organization, influencing internal and external stakeholders towards desired outcomes.

• Efficient organizational skills, with a proven ability to think both strategically and tactically.

• Strong technical problem-solving abilities.

• Demonstrated communication and presentation skills, with experience preparing and effectively delivering customer presentation decks in MS PowerPoint.

• Proficiency using MS Excel to analyze and chart data.

• Influencing and negotiation skills.

• A team-player mindset, with a positive attitude and a record of consistently meeting commitments.

• Ability to travel approximately 15-20%.

(We want to make sure you’re set up to succeed, and we view these as the critical skills you’ll need to achieve great things at the company!)

Benefits

At the company, we know that the hard work of our employees is what drives the success of our organization. We care about who you are and what you value, both inside and outside of work.

Within our organization, you will have the opportunity to work with smart, collaborative team members and approachable leaders. Our down-to-earth, solutions-oriented culture means you'll have the opportunity to get hands-on with interesting work projects and be able to draw a short line from your contributions to business impacts. We prioritize professional development and encourage cross-functional promotional opportunities to enable you to reach your career goals. We have been in business for over 28 years and are thrilled to be actively growing and scaling our teams accordingly - it's an exciting environment and a great time to join.

Your compensation package upon joining the company will be based on a variety of factors, including but not limited to your relevant professional experience and qualifications: your certifications, training, and educational achievements; your geographic location; and the company business and organizational requirements. It is expected that the base salary for this role will be between $100,000- $135,000, annually, plus eligibility for our annual discretionary bonus program.

We also recognize the importance of work-life balance and want to support your efforts to take care of your health and well-being and the health and well-being of those who depend upon you. In support of this, we are proud to offer a comprehensive benefits package to our full-time team members, including:

• Generous annual paid time off program that increases with tenure

• Eight paid holidays plus three personal holidays to recognize or celebrate an occasion that is important to you

• An annual paid day off to volunteer for causes that are near and dear to you

• Paid maternity, paternal/secondary caregiver, and adoptive parent leave

• Company-paid life and disability insurance

• 401k program with a company match

• Medical insurance plan options ranging from a traditional PPO to High Deductible Health Plan options that feature a company HSA contribution

• Dental plan – including orthodontia coverage

• Vision plan – including discount for LASIK surgery

• All medical, dental, and vision insurance plans are available from the first of the month following your start date – no extended waiting period to be eligible!

• A no-cost Employee Assistance Program - 24/7 access to confidential counseling services and a wide range of additional support and professional services

EEO Statement

Our roles require routine use of standard office equipment, such as computers, keyboards, printers, phones, and filing cabinets. You may need to type, reach, and lift office materials of a reasonable weight. Travel may also be required based on job responsibilities and business needs.

The company does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Work Environment & Physical Demands

This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to see, talk, and hear.  Willing and able to travel as required by job responsibilities and business needs.