Senior Customer Success Manager maximizing customer retention on strategic accounts within Kaisa. Collaborating with global teams and delivering product training to enhance customer engagement.
About the role
- Customer Success Specialist managing a portfolio of enterprise accounts at LeapXpert. Driving customer satisfaction, product adoption, and long-term business growth.
Responsibilities
- Manage a portfolio of enterprise customer accounts to ensure overall satisfaction, health, long term success, growth and retention meeting SLAS, driving product adoption, and fostering strong relationships with key stakeholders.
- Increase revenue by driving cross-sell/up-sell opportunities, while boosting customer advocacy and reference-ability to support new business growth.
- Define and optimize the customer journey, identify improvement opportunities, and track key metrics (usage, satisfaction) to drive continuous engagement and satisfaction.
- Reduce churn through proactive risk management and data-driven engagement. Drive renewals as well as expansion and upsell opportunities through proactive account management and strategic adoption of the product.
- Develop success plans, establish and track operational metrics and report on customer health and outcomes. Ensure SLA, compliance and identify opportunities for improvement in service delivery.
- Own and initiate service or process improvements to ensure business efficiency, high customer satisfaction, and effective execution.
- Collaborate with internal teams (Sales, Product, Customer Support) to align on customer needs, product roadmap, and service delivery. Provide regular reports on service performance and metrics to both internal stakeholders and executive leadership.
- Engage in a culture of continuous learning and professional growth by completing ongoing training, mentorship, and opportunities for skill development.
Requirements
- Bachelor’s degree in Computer Science, Business, or a related field. A background in a technical or business discipline is preferred.
- Proven experience driving customer success initiatives, with a focus on improving customer satisfaction, retention, and business outcomes.
- At least 7 years of experience in customer success in a SaaS environment. Start-up or scale-up experience desired.
- Strong track record of fostering customer relationships, advocating for customer needs, and driving product adoption to meet both business and customer goals.
- Exceptional verbal and written communication skills in English, with the ability to convey complex concepts clearly to both technical and non-technical stakeholders.
- Strong analytical skills with the ability to identify and resolve customer issues quickly while identifying opportunities for improvement.
- Demonstrated ability to collaborate effectively with cross-functional teams and support team members in achieving their personal and professional goals.
- Able to thrive in a fast-paced, rapidly evolving environment, driving teams to high performance while managing change and complexity.
- Willingness to travel to different locations as needed to support customer success efforts.
Benefits
- Innovative Culture: Work at the cutting edge of business communication technology, with a product that’s changing the way Fortune 500 companies communicate.
- Impactful Work: Your contributions will directly impact how millions of professionals connect and collaborate worldwide.
- Global Team: Be part of a diverse, mission-driven team that values collaboration, innovation, and growth.
- Growth Opportunities: With our rapid expansion, there are plenty of opportunities for professional growth and development.
- Award-Winning Product: Join a company with a track record of success and recognition, including accolades like being named a Gartner Cool Vendor.
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