Springer Nature · 14 hours ago
Senior Customer Success Manager
New York
Full-time
Hybrid
Mid, Senior Level
$85K/yr - $95K/yrSpringer Nature is one of the leading publishers of research in the world, focused on advancing drug discovery and healthcare through technology-enabled products and services. The Senior Customer Success Manager will drive customer adoption, retention, and satisfaction while managing a portfolio of strategic customer accounts and collaborating across teams to ensure customer success.
EducationPublishing
Responsibilities
Manage a portfolio of strategic customer accounts, ensuring successful onboarding and ongoing engagement
Drive customer adoption, retention, and satisfaction through proactive communication and support
Serve as the primary point of contact for customers, addressing inquiries and resolving issues promptly
Collaborate with Sales and Product teams to support lead qualification and provide customer insights when needed
Act as the voice of the customer internally, sharing feedback to influence product improvements
Monitor customer health metrics and identify opportunities for upsell or expansion
Assist in developing best practices and playbooks for customer success processes
Handle escalations and work cross-functionally to ensure timely resolution
Qualification
Required
Bachelor's degree in Business, Marketing, or related field
Significant experience in customer success, account management, or related roles
Experience working with SaaS/DaaS products and professional services; strong affinity for and understanding of data and AI technologies
Strong understanding of customer success principles and metrics
Excellent communication and relationship management skills, particularly with senior and technical leaders
Ability to collaborate effectively with cross-functional teams
Experience with CRM and customer success platforms (e.g., Salesforce)
Benefits
Medical, Dental and Vision
401(k) with company match and contribution
Hybrid office working policy, Summer Hours, and paid time off
Flexible Spending and Commuter programs
Multiple Life insurance options
Disability coverage
Tuition Assistance
Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
Employee Assistance Program
Family friendly benefits and a variety of employee discounts
An array of Employee Social Networks
Company
Springer Nature
Be Part of Progress - together we bring greater understanding to the world Springer Nature is one of the leading publishers of research in the world.
Founded in 2015
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Stephen Cornelius
Head of Product
Recent News
2023-01-27
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