The Senior Strategic Customer Success Manager is responsible for cultivating and maintaining strong relationships with Socure's customers, ensuring high levels of satisfaction, retention, and measurable business outcomes. As a trusted advisor, the CSM partners with customers to drive adoption, maximize value, and proactively address risks. This role collaborates cross-functionally with sales, product, support, and executive teams to deliver a seamless customer experience and support Socure's growth objectives.
Job Responsibilities- Serve as the primary point of contact for a portfolio of customers, managing the post-sale relationship and ensuring a positive client experience.
- Build trusted relationships with key stakeholders, acting as a strategic partner and advocate for their business objectives.
- Guide onboarding, training, and ongoing support to drive product adoption and usage across the customer base.
- Proactively monitor customer health, identify risks, and develop action plans to address issues and ensure retention.
- Conduct regular business reviews, performance reports, and value demonstrations to customers and executive stakeholders.
- Collaborate with sales, product, support, and executive teams to ensure a seamless customer experience and maximize customer value.
- Identify and pursue upsell and cross-sell opportunities in partnership with account management.
- Gather and relay customer feedback to inform product improvements and business strategy.
- Maintain accurate records of customer interactions, health metrics, and account plans.
- Resolve complex customer issues by coordinating with support, product, and engineering teams as needed.
- Champion innovation in customer engagement models, approaches, and value creation.
Job Requirements- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 8+ years of experience in customer success, account management, or a related field-preferably in B2B technology, fintech, or SaaS.
- Proven ability to build and manage relationships with customers and act as a trusted advisor.
- Strong written and verbal communication skills.
- Analytical skills to interpret customer data, identify trends or risks, and drive action.
- Project management and organizational abilities; able to manage multiple projects and adapt to shifting priorities.
- Technical aptitude to understand and explain Socure's solutions.
- Collaboration and relationship-building skills across cross-functional teams.
- Adaptability, creativity, and a proactive approach to challenges.
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