Senior Customer Success Manager

Fenix24 - United States (Remote)

About This Position

The Senior Customer Success Manager (CSM) is a key member of the customer success team. In this role, you will work as part of a customer success team responsible for driving product adoption, growth, value, and partnership with our Enterprise customers. Success in this role will be measured by your ability to deepen existing relationships through strategic alignment and by quickly earning the trust of key customer stakeholders. You will work alongside cross-functional professionals who succeed through collaboration, grit, and constant learning. You will also partner directly with the customer’s leadership team through polished communication and strong executive presence, allowing you to act as a trusted advisor and advocate while ensuring the overall health of your accounts.

An ideal candidate will be able to:

• Develop and execute comprehensive customer success strategies to drive business growth and retention.
• Analyze industry trends and customer feedback to inform strategic decision-making.
• Establish and maintain relationships with key customers and stakeholders at Enterprise organizations.
• Understand customer’s business issues/value, desired business outcomes and recommend solutions based on Fenix24’s best practices
• Mentor CSMs to support their development
• Identify Growth opportunities within your customer base and assist sales in formulating upsell opportunities.
• 5+ years of customer success experience

Key Responsibilities

• Establish deep customer trust to enhance strategic partnerships through regular touchpoints and Quarterly Business Reviews
• Develop and execute comprehensive customer success strategies to drive business growth and retention.
• Provide thought leadership for the customer success team and strategic planning for account expansion