The Senior Customer Success Manager (SCSM) is responsible for guiding clients through every stage of their post-sales journey with ITG's technology solutions. Acting as the primary relationship owner and trusted advisor, the SCSM ensures clients achieve maximum value and return on their investment by delivering consultative onboarding, project management, tailored training, and proactive account management.
By developing a deep understanding of each client's business objectives, the SCSM aligns ITG's solutions with their desired outcomes to drive adoption, satisfaction, and long-term retention. They serve as a bridge between clients and ITG's internal teams-collaborating closely with account management to strengthen relationships and with product development to provide client feedback that informs innovation and service improvements.
In this role, the SCSM oversees all aspects of client success, including onboarding coordination, solution implementation, and product configuration. They deliver hands-on training to empower new users, monitor adoption and engagement trends, and proactively identify opportunities to improve client experience. When challenges arise, the SCSM acts as the client's advocate, facilitating issue resolution and ensuring timely, effective support.
Ultimately, the Senior Customer Success Manager is accountable for ensuring clients are not only satisfied but also see measurable business value through their partnership with ITG. Their success is defined by seamless implementations, high adoption rates, client retention, and the overall strength of ITG's client relationships.
This role will follow a hybrid work schedule at our client's site in the greater Nashville area, working onsite Monday-Thursday. Responsibilities:- Drive client adoption, satisfaction and retention through conducting an in-depth client discovery and onboarding the correct ITG solution to optimize value.
- Enable successful roll-out of our products, including participation in installation activities, training clients in product use, planning and overseeing project management, and trouble-shooting client specific product challenges.
- Analyze client usage and results data, leveraging such analysis to create and implement best practices within assigned client's user base.
- Marshall ITG resources across the organization as needed to provide client product support.
- Improve customer service experience, create engaged customers, and facilitate organic growth through an understanding of ITG's products.
- Manage client satisfaction through client input, KPIs, or net promoter score.
- Identify opportunities for clients to act as ITG product advocates (e.g. testimonials, case studies, etc.).
- Collaborate closely with sales to support pilot customers, renewals, and expansion opportunities.
- Ability to present to key stakeholders.
- Maintain cadence of communication to clients about their product adoption trends, user sentiment, and sharing user success stories and best practices.
- Represent the voice of the client to inform and influence sales processes and our product roadmap.
Requirements- 5+ years of experience in technology customer service, ideally with agency/ SaaS experience.
- 3+ years managing enterprise or strategic accounts with demonstrated success driving customer retention and account growth.
- Retail, agency, or MarTech industry experience preferred. Strong technical and non-technical project management.
- Bachelor's degree preferred.
- Exceptional communication skills, highly organized, collaborative and detail oriented.
- Proven experience providing support to customers or providing training on company products.
- Demonstrated success in utilizing reporting tools such as Monday, Planhat, Asana, Jira and other reporting dashboards.
- Ability to translate product value to both technical and non-technical audiences.
- Empathetic, positive attitude with a desire to help our clients reach their goals.
- Ability to solve complex problems. You'll need to be able to understand and unravel problems to offer appropriate, advice, support and solutions.
- Demonstrates a naturally inquisitive mindset, proactively asking thoughtful questions to fully understand challenges, uncover root causes, identify opportunities for improvement, and explore better, more effective ways of working.
BenefitsOn top of a competitive salary, you can expect a whole load of perks:
- Unlimited PTO after 90-days of employment
- 10 paid holidays plus your birthday off
- Comprehensive benefits including medical, dental, vision
- 401k with employer matching (after 1 year of service)
- Referral bonus for bringing great talent to the organization
- A savings discount plan on entertainment, hotel stays, travel, shopping, and more!
In accordance with applicable pay-transparency laws, the compensation range for this role reflects a good-faith estimate based on factors including internal equity, relevant experience, skills, qualifications, geographic location, and market data. Final compensation will be determined at the time of offer. The expected base salary range for this role is: $90,000-95,000 USD annually.
What's next?If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.
