Senior Customer Success Manager

📋 Description

• • The Senior Customer Success Manager at kCura Corporation plays a critical role in ensuring customers achieve their desired outcomes using the Relativity suite of products, directly impacting customer retention, product adoption, and long-term value realization.
• • Day to day, the role involves creating annual account plans, building Success Plans with Account Executives to deliver expected ROI, identifying and recording Verified Outcomes, conducting Executive Business Reviews, analyzing customer usage and account health to mitigate renewal risks, identifying upsell opportunities, representing the customer’s voice internally, mentoring junior team members, and orchestrating cross-departmental initiatives such as onboarding new products across geographies or enabling success with non-standard use cases.
• • The Customer Success Management Team at kCura Corporation works closely with Sales to assess account health and retention risks, guiding overall value and product adoption based on individual customer needs and segment best practices, while advocating for a company-wide culture of customer success through feedback loops and collaborative planning.
• • In this role, the individual will develop strategic account planning expertise, deepen their ability to drive measurable business value for customers, gain experience in influencing product and process improvements through customer feedback, and grow as a trusted advisor and leader within a collaborative, customer-centric organization.