Senior Customer Success Manager

At Salesloft, our Senior Customer Success Manager will be pivotal to our company’s success. You will be a key member of our fast-growing and high-performing Customer Success Organization acting as the go-to resource for our valued customers. On a day-to-day basis, you will be responsible for ensuring successful product adoption and retention of key customers in the business.

• Build custom Mutual Success Plans to align our Salesloft strategy to the customer’s business objectives.
• Effectively guide customers in how to prioritize next steps on a Mutual Success Plan, managing multiple points of contact with each customer.
• Partner with internal teams on tasks and projects that impact the broader team.
• Review trends in customer data and proactively identify focus areas.
• Create impactful QBRs and prioritize data based on insight and the 'so what' for each customer.
• Identify unusual trends in the data and anticipate key follow-up questions from a customer.
• Provide strategic guidance to customers around sales and sales engagement best practices for their use case.
• Champion industry best practices and challenge customers on their approach.
• Lead customer-facing webinars and internal trainings around industry insights and recommendations.
• Lead phone calls and on-site meetings with stakeholders (including C-Level), navigating both positive and more difficult conversations with ease.
• Own, drive, and affect change for your customers by having an obsessive focus on their outcomes.
• Drive customer adoption through strategy calls and customized business reviews at the executive level.

• 6+ years of experience in a Customer Success role
• 1+ years of experience using the Salesforce CRM.
• Must have an intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting. (Salesforce Admin Certification is a plus!)
• Previous experience in a SaaS/Technology company or fast-growing start-up preferred
• Superb listening skills and the proven ability to dig deeper to uncover the customer’s true objectives
• High level of empathy - it’s important for our CSMs to be a good person to peers and customers
• You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience
• You are extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality
• You are an expert project manager who ruthlessly prioritizes, manages stakeholder expectations, and ensures all key objectives and timelines are met
• You are resourceful, scrappy, and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use
• You are confident in technical conversations — hearing 'API' doesn't make you run and hide

Our Salesloft’s Customer Success team is comprised of seasoned and up-and-coming account management professionals. The Customer Success team consists of 30 some team members who develop and maintain a deep understanding of the customer’s business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI and ensure customers renew the Salesloft Product Suite. We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer.

Base Pay Range $101,000—$135,000 USD. The total compensation package for this position may also include performance bonus, benefits and/or other applicable incentive compensation plans.

Apply via the official careers site.