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As a Senior Customer Success Manager at S-Docs, you will ensure the success and satisfaction of our enterprise-level clients. You will be responsible for managing a portfolio of key accounts, serving as their strategic advisor, and driving their adoption and utilization of S-Doc's solutions. This role offers an exciting opportunity to make a significant impact, contribute to the growth of our customer success function, and work with top-tier clients in a dynamic, high-growth environment.
Responsibilities
- Teamwork
- Collaborate closely with cross-functional teams, including Sales, Product, and Support, to ensure seamless customer experiences and resolution of any issues.
- Customer Service
- Lead and manage a portfolio of key enterprise clients, serving as their primary point of contact for all customer success-related matters.
- Provide strategic guidance to clients, understanding their unique business needs, and aligning S-Doc's solutions to help them achieve their objectives.
- Monitor customer health metrics, track customer satisfaction, and proactively address any concerns or risks to ensure long-term retention.
- Operational Management
- Drive adoption, usage, and value realization for clients through effective onboarding, training, and ongoing engagement strategies.
- Conduct regular business reviews with clients, analyzing their progress, identifying areas for improvement, and recommending solutions for increased success.
- Relationship Management
- Build and nurture strong relationships with clients at all levels of the enterprise, acting as a trusted advisor and strategic partner.
- Thought Leadership
- Stay abreast of industry trends and emerging technologies in customer success, and contribute to the development of customer success strategies and processes.
Beneficial Competencies
- Demonstrated success in managing and growing key client accounts, driving adoption, and achieving high levels of customer satisfaction.
- Excellent communication and presentation skills, with the ability to communicate effectively with stakeholders at all levels.
- Proven ability to understand and translate complex technical concepts into clear, non-technical language.
- Understanding of enterprise software implementations and ongoing support within IT organizations
- Familiarity with IT/software business processes and workflows.
- Passion for customer success and a customer-centric mindset, with a track record of going above and beyond to ensure customer success.
- Highly organized, detail-oriented, and able to prioritize effectively in a fast-paced environment.
- Familiarity with Salesforce and Salesforce AppExchange is a plus
Key Relationships
- Internal: Customer Success, Leadership, Sales, Marketing, Technical Support, and Product.
- External: Customers of S-Docs, Systems Integrators, Platform and Technology Partners.
Years of Experience
Minimum of 5 years of experience in a client-facing, post-sales role, preferably in a SaaS environment.
Education
A Bachelor's degree in a relevant field is preferred
Location of the Role
Ann Arbor, MI (Hybrid and Remote)
Interested in this position? Send your resume along with this position's title to careers@sdocs.com.