Job description
Aurora Cloud Solutions is seeking a strategic, resultsâdriven Senior Customer Success Manager to support our growing enterprise and midâmarket customer base in the Seattle area. You will be the trusted advisor, ensuring customers achieve their desired outcomes with our cloud platform.
You will partner with Sales, Product, and Support to ensure a seamless journey from onboarding to expansion, driving adoption, renewal growth, and longâterm customer value.
This role offers a hybrid work model with a blend of onâsite visits and remote collaboration, a competitive compensation package, and clear paths for career growth.
Responsibility
- Own the endâtoâend customer lifecycle for a portfolio of strategic accounts, from onboarding to renewal.
- Develop and execute detailed success plans with milestones aligned to customer objectives.
- Drive product adoption and value realization by guiding onboarding, training, and best practices.
- Lead quarterly business reviews, negotiate upsell opportunities, and secure renewals.
- Proactively monitor health indicators (retention metrics, usage data, NPS) and mitigate risks.
- Collaborate crossâfunctionally with Sales, Product, Support, and Professional Services to resolve issues and close opportunities.
- Advocate for customers, collect feedback, and translate insights into product and process improvements.
- Coach and mentor junior Customer Success Managers as the team grows.
Qualification
- Bachelorâs degree or equivalent experience in business, technology, or a related field.
- Minimum 5 years in Customer Success, Account Management, or a similar role within SaaS.
- Proven track record of achieving renewal and expansion targets.
- Excellent communication, presentation, and relationship-building skills with Câlevel customers.
- Strong dataâdriven mindset; experience with CRM and success platforms (HubSpot, Salesforce, Gainsight).
- Ability to translate complex technical concepts into business value and drive outcomes.
- Collaborative team player with the ability to work in a fastâpaced, global environment.
- Willingness to travel up to 20% (subject to local guidelines) if required.