Senior Customer Success Manager

As a Senior Customer Success Manager, you will be responsible for overseeing a portfolio of large, high-touch strategic customers requiring ongoing strategy and implementation with an integrated operating model serving both delivery and ongoing service needs. The Sr CSM will ensure 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.

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.
• Collaborate cross-functionally with CSG finance, product management and technical teams to ensure seamless implementation and ongoing support of CSG’s CX solution portfolio.
• Orchestrate strategic business reviews (SRBs) for each account in your portfolio to track progress towards stated business outcomes

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

• 5-7 years of experience in customer success, consulting, CX, project/program management and/or account management
• Experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retail and/or Cable & Telco.
• Proven track record of building and maintaining strong customer satisfaction and achieving revenue growth targets.
• Ability to build and maintain relationships with internal/external clients at all levels of the organization as well as consult with the customer and assist them in defining their needs based on product industry knowledge.
• English Proficiency in a business environment.

Our Guiding Principles

Impact

Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off

And so much more!

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That’s just who we are. Learn more about CSG Inclusion & Impact here

Location(s):

United Kingdom RemoteFrance Remote, Germany Remote, Ireland Remote, Poland Remote, Portugal Remote, Spain Remote