As a Senior Customer Success Manager , you will be a critical driver of our customers' success, ensuring they achieve maximum value from our platform. You will engage proactively with global B2B clients, deliver impactful business reviews, and be prepared to support urgent needs as they arise. This role demands strategic thinking, exceptional relationship management, and a deep understanding of SaaS environments.

Key Responsibilities:

Develop and maintain strong, long-lasting relationships with global B2B clients, serving as their trusted advisor and primary point of contact for all post-sales activities.
Understand and align with client goals and objectives, advising on the optimal use of platform to achieve pricing excellence.
Deliver high-quality Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Steering Committee presentations that provide value and strategic insights.
Proactively monitor and analyze customer usage and performance data to identify and act on opportunities for optimization and growth.
Collaborate cross-functionally with sales, product management, and technical teams to address customer needs and drive seamless customer experiences.
Advocate for the customer internally, using feedback to influence product development and continuous improvement.
Promote and drive adoption of platform, ensuring customers realize its full potential.
Be available to work overtime and handle urgent requests on weekends, ensuring responsiveness to critical customer needs.
Identify and develop opportunities for upselling and expansion within existing accounts.

This senior leader will own the strategy, design, and transformation of Customer Care across all channels, with a specific mandate to leverage AI and automation to improve customer experience, quality, and efficiency.
This role defines the future-state service model, including how AI augments agents, powers self-service, and enables proactive support. It is a strategic partnership role that works with Operations & Product to deliver systemic improvements.
Key Responsibilities
Customer Care Strategy & Roadmap: Define the vision and strategy for Customer Care that is aligned with company goals and customer needs.
Partner with all functions across the Operations department to define the service strategy and track execution.
Technology and Innovation: Spearhead the implementation of cutting-edge technologies, including omnichannel platforms (CCaaS), LLM-powered self-service chatbots, and AI agent-assist tools.
Work with Product teams to build in-product support and self-service tools that reduce avoidable contacts.
Voice of the Customer (VoC) Advocacy: Act as the "Voice of the Customer" across the company.
Collaborate closely with Product, KYC, and GTM teams to share insights, drive product improvements, and create a seamless end-to-end customer journey.
Customer Experience (CX) Enhancement: Design and launch new, specialized service models, and identify opportunities to generate revenue through proactive, value-added services.
Inquiry Reduction & Process Improvement: Lead internal inquiry reduction and productivity improvement projects, along with cross-functional programs to tackle systemic drivers of contact and customer dissatisfaction.
Quality Framework & Strategy: Design and implement a global quality assurance framework to measure, analyze, and improve the performance of all customer interactions.