Job description
Join NimbusTech Solutions, a fast-growing SaaS company reshaping customer success. We are seeking an experienced Senior Customer Success Manager to champion onboarding, adoption, and retention for a portfolio of mid-market to enterprise customers. You will partner with Sales, Product, and Support to drive value and reduce churn.
As a Customer Success leader, you will own the customer lifecycle, craft tailored success plans, and guide customers to measurable outcomes that align with business goals.
Responsibility
- Own the end-to-end customer lifecycle from onboarding to renewal, ensuring successful adoption and value realization.
- Develop and execute customer health plans, monitor usage metrics, and drive adoption initiatives that reduce churn.
- Serve as the primary trusted advisor for a portfolio of mid-market to enterprise customers, delivering strategic guidance and executive-level communications.
- Collaborate across Sales, Product, and Support to identify expansion opportunities and coordinate cross-functional efforts to maximize value.
- Lead quarterly business reviews, present value metrics, and translate customer outcomes into measurable ROI.
- Proactively identify at-risk customers and implement remediation plans to protect revenue and satisfaction.
- Deliver effective training, best practices, and product demos to ensure customer success and long-term advocacy.
Qualification
- 5+ years in Customer Success, Account Management, or a related SaaS function with a track record of reducing churn and driving expansion.
- Experience owning multiple customer segments (mid-market to enterprise) and managing complex onboarding programs.
- Strong communication and presentation skills, with the ability to interact with C-suite stakeholders.
- Proficiency with CRM and CS platforms (Salesforce, Gainsight) and data-driven decision making.
- Excellent problem-solving abilities, with a customer-first mindset and a collaborative approach.
- Bachelor’s degree or equivalent work experience; advanced degree is a plus.
- Ability to work cross-functionally in a fast-paced, growing environment; some travel may be required.