Service Objects · 4 months ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$125K/yr - $145K/yr
10+ years expService Objects is expanding their team with a Senior Customer Success Manager to lead their growing Customer Success department. This role involves managing a high-performing team to drive customer retention, renewals, upsells, and cross-sells while overseeing customer experience and developing scalable processes based on customer feedback.
Internet of ThingsSoftware
Responsibilities
Design and Optimize Workflows: Create and implement support workflows, CRM best practices, and operational processes that scale across enterprise accounts
Strategic Leadership: Lead Quarterly Business Reviews (QBRs) with strategic accounts and establish a best-practices playbook to guide the team
Technology Enablement: Select, customize, and manage best-of-breed support software to improve service delivery
Reporting and Analytics: Design and publish operational reports (e.g., Movers and Shakers), develop customer service KPIs, and drive insights into churn and expansion
Change Management: Design workflows to support pricing and contract changes while maintaining customer satisfaction
Performance and Incentives: Develop and manage customer service bonus programs that align team incentives with organizational goals
Customer Advocacy: Act as a trusted advisor to customers, ensuring adoption, satisfaction, and growth
Qualification
Required
10+ years of experience in customer service or customer care within a SaaS organization, with at least 3 years in a leadership or managerial role
Strong knowledge of customer service practices, KPIs, and customer experience management
Proven track record of driving renewals, expansion, and retention in enterprise accounts
CRM proficiency required (Zoho preferred)
Strong problem-solving skills with the ability to develop and implement effective strategies for continuous improvement in customer care processes
Experience in analyzing customer feedback and KPIs to identify trends, improve team performance, and optimize service quality
Benefits
100% paid medical, dental, and vision insurance for you and 25% contribution for the same benefits for your entire family
11 paid holidays
16 days of paid time off
Flexible spending accounts
Remote, hybrid and in-office work options
Short & long-term disability insurance
Employee assistance plan
Life insurance
Adoption assistance
Bonus plan based on company profit
Traditional and Roth 401(k) options
Home internet and wireless phone allowance
Company
Service Objects
Service Objects is the leader in real-time contact validation excellence.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Carolyn Healey
Chief Revenue Officer
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