We are looking for a versatile and adaptable professional with a proven ability to quickly learn and excel in diverse challenges to lead and manage our customer success team. This role is critical in ensuring customer satisfaction, retention, and growth by delivering exceptional service and driving the adoption and optimization of our solutions.

If you thrive in a dynamic, fast-paced environment and enjoy transitioning into new challenges, as well as empowering your team to deliver high-quality results, then you might be our ideal candidate.

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About the Job

As the Senior Customer Success Manager, you’ll work in the following areas.

• Customer Value Management: Develop strategies to maximize customer value and ROI, monitor KPIs, and build trusted relationships by aligning solutions with customer objectives.
• Customer Support: Lead the support team, own the Xyicon Support Process, and enhance efficiency through SLA and KPI monitoring.
• Professional Services: Deliver implementation, training, and consulting services while optimizing tailored service plans for product adoption and quality outcomes.
• Product Feedback and Collaboration: Advocate for customer needs to the product team, driving enhancements and ensuring smooth adoption of updates and best practices.
• Team Leadership: Mentor and grow a high-performing, customer-focused team while fostering continuous learning and collaboration.
• Cross-functional collaboration: Partner with key departments to align customer experiences and contribute to success stories and knowledge sharing.
• Metrics and Reporting: Track and analyze key metrics to provide actionable insights for continuous improvement.
• Innovation and Best Practices: Stay updated on industry trends to implement innovative strategies that enhance customer success.