Job description
Join NextWave Tech, a customer-obsessed SaaS company redefining how teams succeed with data driven insights. We are seeking a Senior Customer Success Manager to partner with our top customers, ensure rapid onboarding, and drive long-term value.
In this role you will be the trusted advisor, guiding adoption, retention, and expansion across mid-market and enterprise accounts. You will collaborate with Sales, Product, and Support to deliver proactive, outcome-driven programs that scale.
Responsibility
- Lead end-to-end onboarding, adoption planning, and value realization for assigned accounts
- Develop tailored success plans with clear milestones and measurable outcomes
- Monitor product usage, health signals, and utilization patterns to prevent churn
- Drive renewal and expansion opportunities through value-based conversations
- Build and sustain executive-level relationships with quarterly business reviews
- Collaborate with Product, Sales, and Support to resolve issues and deliver customer outcomes
- Create enablement content and training sessions to empower customers and teammates
Qualification
- 5+ years in Customer Success or a related role in SaaS, preferably with mid-market or enterprise accounts
- Proven track record of reducing churn and increasing net revenue retention
- Excellent verbal and written communication, with polished presentation skills
- Experience with CRM and CS platforms (Salesforce, Gainsight, Zendesk) and data-driven thinking
- Strong problem-solving abilities and a customer-first mindset
- Bachelor's degree in Business, Computer Science, or a related field; or equivalent experience
- Ability to travel up to 20% as needed