Role: Senior Customer Success Manager
FLSA: Full Time | Exempt | Salaried | Remote (US)
Reports to: Customer Success Manager, Team Lead
Scope of Position: The Senior Customer Success Manager (Sr. CSM) plays a critical role in ensuring enterprise and high-touch customers achieve maximum value from Trustwell products post-sale. This role is responsible for driving product adoption, customer satisfaction, and long-term retention by acting as a trusted advisor and strategic partner. The Sr. CSM monitors customer health metrics, develops proactive communication strategies in collaboration with internal teams, and identifies growth opportunities for renewals and expansion. Additionally, the Sr. CSM serves as the voice of the customer—providing insights and feedback to internal stakeholders to help shape product enhancements and service improvements. This position also includes mentoring other CSMs, supporting escalations, reviewing team communications, and contributing to the administration of customer success tools and processes. With a strong customer-centric mindset and a focus on strategic impact, the Sr. CSM is key to delivering continuous value and exceptional customer experiences.
Essential Duties & Responsibilities including but limited to:
- Monitor and report on customer health metrics, such as product usage and engagement activity
- Create and deploy proactive digital communication strategy with collaboration with internal teams to support the customer journey
- Identify opportunities to drive company results in product adoption, renewal and expansion
- Function as the voice of the customer and provide internal feedback on how we can better serve our customers through improvement of our products and services
- Communicating customer feedback to our Engineering and Product teams, collaborating on continually improving our product.
- Ensure that customers are receiving continuous value through their usage of Trustwell products and keep customers up to date on potential value-add opportunities or capabilities.
- Provide ongoing best practices and advice; Coordinate customer meetings with teams and executive sponsors when appropriate.
- Review communications created by the CSM team.
- Coach CSMs in managing escalations, dealing with conflict and difficult customer situations.
- Other duties as assigned and/or directed
Required Skills/Abilities
- Team player with high energy, self-motivation, and enthusiasm.
- Strong interpersonal skills and high emotional intelligence.
- Outstanding written and verbal communication skills.
- Thrives in a multi-tasking environment and with the ability to set priorities and be flexible in a fast-paced environment.
- Passion for working with customers, building relationships, and achieving measurable goals. Experience demonstrating product functionality and how-to’s for customer training sessions.
- Skilled at managing customer relationships, problem-solving, driving alignment, and navigating complex and challenging situations to ensure positive outcomes in a professional manner.
- Experience managing issues, escalations and working cross functionally among internal teams to solve customer problems, provide creative solutions, and mitigate risk.
- Proven ability to guide customers to define and track KPIs and value metrics, ensuring accurate internal, executive level reporting metrics.
Education/Experience
- BS/BA degree in business, management, or related field; required.
- 5+ years of experience in a customer facing role related to customer success, implementations, project, management, or account management for an on-demand / software-as-a-service solution or from a technical perspective. Including demonstrated experience overseeing enterprise accounts and facilitating strategic, executive level discussions.
- Experience with ChurnZero and Salesforce is considered beneficial to the role.
Total Rewards Package:
- Full healthcare benefits, including medical, dental, and vision.
- Supplemental benefits, including STD, LTD, HSA, 401k, etc.
- Responsible Time Off (PTO) + Holiday Pay
- Competitive Compensation + Bonus!
- Excellent culture, growth opportunities, plus much more...
What to expect - the Hiring Process!
- Interview with Human Resources
- Interview with Hiring Manager
- Panel Interview (Yes, you + others) :)
- Interview with Chief Customer Officer
- Offer of Employment (Background Screening/References)
The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The anticipated salary range for this role is listed within the job posting.
To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor!
Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team.
Acceptable Background and References Required; Upon any conditional offers made by Trustwell. Equal Opportunity Employer/ DFWP/ Affirmative Action