Senior Customer Success Manager - ILM in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager – ILM based in the United States.
This role sits at the center of post-sales customer engagement, ensuring enterprise clients achieve long-term value, adoption, and satisfaction from a complex SaaS platform. You will act as a trusted advisor to customers, guiding them through onboarding completion, ongoing optimization, and strategic expansion opportunities. The position blends relationship management, technical fluency, and commercial insight in a fast-paced B2B environment. You will lead business reviews, define success plans, and proactively identify risks that could impact retention or growth. Acting as the voice of the customer internally, you will collaborate closely with product and engineering teams to influence improvements and resolve escalations. This is a highly visible role where your impact directly shapes customer loyalty and revenue retention.
You will own the end-to-end post-implementation customer relationship, ensuring strong adoption, satisfaction, and retention across your portfolio. This includes building trusted partnerships with key stakeholders, guiding customers through value realization, and driving long-term engagement strategies.
- Manage post-implementation customers to ensure successful onboarding completion, platform adoption, and sustained product usage aligned with business goals.
- Develop and maintain tailored customer success plans outlining objectives, KPIs, timelines, risks, and strategic recommendations for both internal and external stakeholders.
- Conduct quarterly business reviews, roadmap discussions, and customer visits to reinforce value, support renewals, and identify expansion opportunities.
- Serve as the primary escalation point for customer issues, ensuring timely resolution while maintaining strong relationship continuity.
- Partner with product and engineering teams to communicate customer needs, influence enhancements, and support continuous product improvement.
- Monitor account health, proactively identify churn risks, and implement mitigation strategies to ensure strong retention outcomes.
- Maintain clear communication with customers regarding updates, process changes, and platform enhancements.
You bring proven experience in B2B SaaS customer success or account management, with a strong ability to balance technical understanding, customer empathy, and commercial thinking. You are comfortable working cross-functionally and managing multiple priorities in dynamic environments.
- 3+ years of experience in customer-facing roles such as Customer Success, Account Management, or SaaS Support within a B2B environment.
- Demonstrated ability to manage complex customer relationships and consistently drive retention and satisfaction outcomes.
- Strong capability to identify, assess, and mitigate customer risk through proactive engagement and structured planning.
- Experience collaborating across product, engineering, and support teams to resolve issues and improve customer experience.
- Excellent communication skills, including written, verbal, and presentation abilities for both technical and non-technical audiences.
- Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously.
- Collaborative mindset with the ability to operate effectively in fast-paced, evolving environments.
- Competitive salary package aligned with experience
- Medical, dental, and vision insurance coverage options
- 401(k) retirement plan with company match
- Flexible PTO policy plus company-paid holidays
- Life insurance, pet insurance, and employee perks programs
- One-time home office setup stipend
- Employee engagement activities and team events throughout the year
- Additional office-based perks including snacks, beverages, and community activities (for hybrid employees where applicable).