Senior Customer Success Manager

📋 Description

• • As a Senior Customer Success Manager at ChartHop Corporation, you will be instrumental in fostering deep, strategic partnerships with our valued customers, ensuring they achieve tangible business outcomes and maximize the value derived from our innovative platform. This role is pivotal in driving customer loyalty, retention, and growth, positioning you as a trusted advisor to key stakeholders within organizations of all sizes.
• • Your primary mission will be to own the complete customer lifecycle, from the seamless handover post-implementation through to successful renewals and expansion opportunities. You will be the primary point of contact and strategic guide for HR, Finance, and People leaders, understanding their unique challenges and aligning ChartHop's capabilities to address them.
• • Success in this role will be meticulously measured by key performance indicators such as Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), reflecting your ability to maintain and grow our customer base. We will also evaluate your performance based on overall customer health, the successful achievement of customer outcomes, the effectiveness of renewal strategies and forecasting accuracy, and your adherence to established risk mitigation frameworks and playbooks.
• • A core aspect of your responsibility will be to cultivate and nurture robust relationships with executive buyers, senior decision-makers, and a diverse range of stakeholders within each account. This involves proactively identifying and mapping champions, potential detractors, and key contacts to proactively mitigate churn risk and ensure consistent engagement.
• • You will be expected to consistently facilitate strategic discussions at the leadership level, not only to address potential risks but also to drive internal alignment and maintain a sharp focus on customer success objectives.
• • The initiation and execution of renewal discussions will be entirely within your purview. You will own the renewal narrative, develop comprehensive strategies, and ensure successful outcomes, leveraging your deep understanding of the customer's evolving needs and the value ChartHop provides.
• • In situations requiring swift action, you will be responsible for driving and coordinating the rapid resolution of escalations. This includes early identification and flagging of risks, effective delegation of tasks to internal teams, and maintaining clear, consistent communication with the customer until the issue is fully resolved.
• • Proactive risk mitigation is paramount. You will actively identify potential issues before they escalate, surfacing critical feedback to internal teams and translating that information into actionable insights and improvements.
• • Beyond relationship management, you will define and meticulously track customer success metrics that are directly tied to each customer's specific business goals, moving beyond simple platform usage metrics to demonstrate true business impact.
• • You will ensure customers achieve successful outcomes on their key use cases and planning cycles, validating the impact through formal or informal retrospectives to continuously refine strategies.
• • Driving adoption of retention-critical features is a key objective. You will also be tasked with identifying and capitalizing on opportunities to expand customer accounts by promoting additional modules or encouraging deeper utilization of existing contracted modules.
• • As a product subject matter expert and workflow consultant, you will guide customers in constructing their desired workflows within ChartHop. This includes owning the final review process to prevent data exposure risks or configuration gaps, ensuring both functionality and security.
• • You will own the customer enablement strategy, encompassing onboarding, comprehensive training, and ongoing coaching to empower customers to operate ChartHop independently as both administrators and users, supported by robust enablement documentation.
• • A structured and seamless implementation-to-CSM handoff is crucial. You will absorb full account context to ensure continuity and a smooth transition for the customer.
• • You will serve as the structured voice of the customer internally, effectively channeling product feedback, emerging trends, and valuable insights to the Product and Engineering teams, thereby influencing the product roadmap.
• • Close collaboration with Sales, Support, and Product teams is essential. You will partner effectively to drive customer outcomes through clear, direct, and proactive communication, ensuring a unified approach to customer success.