Nethopper · 5 hours ago
Sr. Manager Customer Success
United States
Full-time
Remote
Senior Level
5+ years expNethopper is a company that empowers enterprises with secure, private generative AI search and insights. They are seeking a strategic and data-driven Sr. Manager of Customer Success to guide their organization through growth by improving customer outcomes, retention, and revenue expansion.
Artificial Intelligence (AI)Generative AI
Hiring Manager
Cleusa (Claire) Lima Cobden
Responsibilities
Establish clear KPIs for customer success and customer onboarding process and procedures
Foster a collaborative, high-performance culture centered on accountability, customer focus, and continuous improvement
Design and build repeatable success motions, playbooks, and operating rhythms across internal and external teams
Oversee a portfolio of strategic customers to ensure high satisfaction, adoption, and retention
Build and maintain executive-level relationships, serving as a trusted advisor and point of escalation
Drive transformation from reactive support to proactive through developed processes and through being relationship-driven
Represent the company as needed in executive client meetings, QBRs, and at industry events
Design and execute strategies to improve customer onboarding, renewals, expansion, and net revenue opportunities
Identify and capitalize on cross-sell and up-sell opportunities in partnership with Sales
Establish and enforce regular customer touchpoints, health checks, and success planning
Use product usage data and customer feedback to identify risks, opportunities, and growth levers
Leverage CRM to track customer health, forecast opportunities, and monitor team performance
Maintain accurate records of customer interactions, KPIs, retention, and expansion metrics
Build dashboards and reporting for senior leadership to enable data-driven decisions
Implement best-practice account management processes that are scalable and repeatable
Act as the voice of the customer, advocating internally across Product, Support, Marketing, and Engineering
Translate customer needs into actionable insights, priorities, and improvements
Proactively resolve escalations and ensure consistently high levels of customer satisfaction
Influence without authority to align teams around customer outcomes
Qualification
Required
5+ years of experience in Customer Success or Account Management in a B2B SaaS
3+ years of experience in customer-facing roles
Proven track record driving retention, adoption, and revenue growth
Exceptional consultative communication skills with executive-level stakeholders
Strong analytical mindset with the ability to identify root causes and implement effective solutions
CRM expertise (dashboards, forecasting, activity tracking, accountability metrics)
Highly organized with the ability to prioritize in a fast-paced environment
Excellent written and verbal communication skills
Bachelor degree
Preferred
Experience in SaaS, cloud, IT or advisory-based businesses
Familiarity with SaaS related products or services in the B2B space
Knowledge of agile development and translating customer needs into technical requirements or user stories
Experience working closely with Product and Engineering teams
Company
Nethopper
Nethopper is a leading provider of private, turnkey AI solutions for businesses.
11-50 employees
Funding
Current Stage
Early StageRecent News
2025-03-10
EIN Presswire
2025-02-20
Company data provided by crunchbase