Parallel · 5 hours ago
Sr. Customer Success Manager
United States
Full-time
Remote
Senior LevelXano is a rapidly growing platform that enables users to create scalable backends for applications. They are seeking a dedicated Sr. Customer Success Manager to enhance customer onboarding, deepen product adoption, and ensure long-term success through effective relationship management and customer advocacy.
Computer Software
Responsibilities
Own the customer journey — from onboarding to adoption to success to renewal — ensuring a seamless and successful experience
Lead the on-boarding process for new customers to ensure they get off to a right start. This includes setting success metrics and adoption milestones, engaging internal and external resources, and managing the implementation process
Own a customer portfolio - Strategically manage the lifecycle of up to 50-70 customers
Proactively monitor and manage customer health, identify risks, and execute action plans to resolve complex customer challenges, drive adoption and prevent churn
Build strong customer relationships and serve as a single point of contact for all activities and escalations. Collaborate with Support, Product, and Engineering to resolve issues and improve customer experience
Perform recurring business reviews to establish critical goals or other key performance indicators and aid the customers in achieving these goals
Lead renewal conversations, ensuring timely contract renewals and identifying growth opportunities
Accelerate customer flywheel - Partner with Sales, Channel, and Marketing team to drive expansions by showcasing product value and customer business impact
Create customer success resources, including onboarding guides, playbooks, and case studies
Qualification
Required
Own the customer journey — from onboarding to adoption to success to renewal — ensuring a seamless and successful experience
Lead the on-boarding process for new customers to ensure they get off to a right start. This includes setting success metrics and adoption milestones, engaging internal and external resources, and managing the implementation process
Own a customer portfolio - Strategically manage the lifecycle of up to 50-70 customers
Proactively monitor and manage customer health, identify risks, and execute action plans to resolve complex customer challenges, drive adoption and prevent churn
Build strong customer relationships and serve as a single point of contact for all activities and escalations. Collaborate with Support, Product, and Engineering to resolve issues and improve customer experience
Perform recurring business reviews to establish critical goals or other key performance indicators and aid the customers in achieving these goals
Lead renewal conversations, ensuring timely contract renewals and identifying growth opportunities
Accelerate customer flywheel - Partner with Sales, Channel, and Marketing team to drive expansions by showcasing product value and customer business impact
Create customer success resources, including onboarding guides, playbooks, and case studies
Customer-Centric Mindset: You build strong relationships, advocate for the customer, and consistently deliver value
Strategic Communication: You can tailor your messaging across technical and non-technical stakeholders to drive clarity and action
Ownership Mentality: You take initiative, manage renewals independently, and proactively solve problems without waiting to be asked
Technical Aptitude: You can quickly understand and explain backend workflows, APIs, and product features to a range of users
Data-Driven Judgment: You use data to monitor customer health, identify risks/opportunities, and prioritize where to focus your time
Analytical Mindset: You are able to problem-solve, connect dots in complex customer environments, and able to develop quick and accurate situational awareness
Collaboration and Influence: You work well with Sales, Product, and Support teams to create a unified customer experience
Adaptability: You thrive in a fast-changing environment and are comfortable evolving your approach as the business grows
Company
Parallel
Modern hiring software for everyone
Founded in 2022
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase