Senior Customer Success Manager at CSG International

Job Description

As a Senior Customer Success Manager, you will be responsible for overseeing a portfolio of strategic customers, ensuring their satisfaction, success, retention, and growth. You will serve as the primary services point of contact, building and maintaining strong relationships with key stakeholders to understand their needs and objectives.  Leveraging your expertise in customer success strategies, you will develop tailored plans to drive adoption, usage, and value realization.  Your proactive approach and strategic guidance will be essential in maximizing customer satisfaction, loyalty, and long-term partnerships.

We are looking for :

• Manage a portfolio of strategic accounts, often with complex program and technical requirements, providing them with thought leadership and consultation to maximize investment in CSG.
• Develop a deep understanding of the customers expected outcomes and build strong relationships while collaborating to construct and execute strategic account plans that drive customer success, retention, and growth.
• Monitor customer health metrics and create recommendations to drive high utilization and adoption of CSG’s Customer Experience (CX) product suite.
• Act as an escalation point for reported/identified issues and operational services impacting events.
• Collaborate cross-functionally with CSG finance, product management and technical teams to ensure seamless implementation and ongoing support of CSG’s CX solution portfolio.

Is this opportunity right for you? We are looking for candidates with:

• Bachelor’s degree or equivalent education/experience.
• English Proficiency in a business environment.
• 5+ years of experience in customer success, consulting CX, project/program management and/or account management.
• Technical Background
• Experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retails and/or Cable& Telco.
• Proven track record of building and maintaining strong customer satisfaction and achieving revenue growth targets.