Senior Customer Success Manager

Work Setup: Hybrid at The Sanctum, SM - North EDSA, QC (Once a month onsite)

Start Date: ASAP (Preferred)

Schedule: TBD

What does a day in the life of a Senior Customer Success Manager look like

• Daily: Coordinate/participate in customer/internal calls; manage Gainsight CTAs; document/send meeting notes/recaps; build decks/agendas; practice.
• Weekly: Update renewal forecasts/CS Object fields; manage active escalations; build/review account plans, actioning at-risk/unengaged accounts.
• Monthly: Track toward MBO/KPI attainment; lead 45-60 min customer call (EVERY customer); update renewal forecasts/CS Object/Use Cases/ROI (min. every 30 days).
• Quarterly: Drive MBO/KPI progress; conduct Quarterly Business Reviews (QBRs) 1x/customer.
• Annual: Conduct Executive Business Reviews (EBRs); Success Planning workshops for goal recalibration; move customers toward impacts, outcomes, and value.

What are the required qualifications of a Senior Customer Success Manager

• Required Experience: Extensive B2B SaaS experience owning and driving accountability for strategic and enterprise-level, global customer accounts. As a subset of total experience, 5 or more years of B2B SaaS Customer Success experience in a complex enterprise-grade SaaS company with a proven track record of customer retention and expansion.
• Analytical skills: Able to interpret complex data, uncover patterns, and translate insights into actionable strategies. Uses data-driven approaches to guide customer maturity, identify areas for improvement, and track success with precision. Be comfortable using tools such as Power BI, Gainsight, Salesforce, and Clari or similar tools.
• Communication and interpersonal skills: Exceptional communicator with the ability to clearly convey complex concepts and technical details to both executive-level and non-technical audiences. Skilled at building rapport, earning trust, and managing relationships across diverse customer profiles and internal teams.
• Strategic problem-solver with a proactive mindset—comfortable navigating complexity and ambiguity. Equally adept at diving into operational details and engaging at a strategic level to drive meaningful customer outcomes. Self-guided with the ability to understand the big picture and develop detail-oriented solutions.
• Business acumen: Able to align product functionality and adoption to broader business goals, interpreting or creating these in partnership with your customers. Confident in advising on best practices, backed by a solid understanding of revenue models, KPIs, and financial metrics relevant to the customer's industry.
• Customer advocacy: Passion for advocating on behalf of customers, representing their interests, and influencing internal stakeholders to deliver customer-centric solutions. Dedication to ensuring customer satisfaction, loyalty, and long-term partnerships.
• Innate curiosity and adaptability: Demonstrated commitment to staying updated with industry trends, emerging technologies, and best practices in customer success. Willingness to adapt and learn new skills as your customers industry and revenue lifecycle processes evolve. Skilled at driving discovery and peeling back layers; not afraid to ask questions and tactfully challenge the status quo.
• Excellent communication skills, both with customers and within an organization. Exceptional negotiation and interpersonal skills.
• Strong data analysis and reporting skills to derive insights from renewal and customer health data.
• Strong track record of identifying trends and providing recommendations to address customers needs
• Strong track record of defining and executing against key performance indicators.
• Ability to build trust and rapport with a customer success team and customers.
• Strong track record of building a positive team culture.
• Proactively interested in increasing customer satisfaction and deepening customer relationships.
• Comfortable and willing to be a hands-on contributor, on-site with customers.
• Proficiency in CRM software and other tools used for customer lifecycle management.
• Experience with enterprise SaaS vendors preferred.
• Ability to build and maintain strong relationships with diverse internal and external constituencies, including senior-level executives and legal, technical, finance, sales, and marketing experts.
• Willingness to roll up one's sleeves and assist wherever needed.
• A solutions, not problems mindset
• Ability to work independently and to deliver on detail as well as strategy.
• Ability to develop and execute long-term strategies for customer retention and growth.
• Team player who will innovate to continue improving how SNI serves its customers.

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.