Senior Customer Success Manager

Job Description

Job Title: Senior Customer Success Manager
Department: Customer Success
Division: Customer Success

About Us: Headquartered in beautiful Santa Barbara, HG Insights is the global leader in technology intelligence. HG Insights uses advanced data science methodologies to help the world’s largest technology firms and the fastest growing companies accelerate their sales, marketing, and strategy efforts. We offer a competitive salary, great benefits, and a casual yet professional environment are passionate about our jobs with a get-it-done attitude, yet we don’t take ourselves too seriously.

What You’ll Do:

As a Senior Customer Success Manager, you will take ownership of high-value customer relationships, serving as a strategic advisor and driving growth, renewals, and expansion opportunities in your portfolio of accounts within our Growth Segments (Commercial, SMB, and Mid-Market). Managing a portfolio of accounts, your primary focus will be driving customer adoption, ensuring customer health, facilitating renewals, and executing expansion opportunities. You will be the trusted advisor to your customers, ensuring they achieve their goals through the effective use of HG’s solution

What You'll Be Responsible For:

● Drive customer health and adoption by proactively monitoring adoption metrics, addressing risks, and providing personalized experiences to ensure customers realize the full value of HG’s solutions.
● Manage renewals by owning the process from start to closure, ensuring timely processing with a focus on early renewals and multi-year agreements.
● Strategically drive expansion opportunities by actively engaging with customers to uncover deeper, long-term growth opportunities by identifying new use cases and aligning HG’s solutions with evolving business strategies. Lead strategic discussions with key stakeholders to explore complex, higher-growth opportunities, build business cases for expansions and drive these initiatives from identification through to closure, independently negotiating and securing large-scale expansions.
● Lead by example, mentoring junior team members in developing their renewal and expansion strategies and sharing best practices across the Customer Success organization.
● Ensure accurate forecasting and reporting by providing precise forecasts for renewals and expansions and adhering to operational processes for reporting and CRM hygiene.

How You’ll Get There:

● Develop Account Planning and Strategy by defining and executing portfolio-level strategies and account plans aligned to HG and customer business objectives and delivering quarterly business reviews to customers.
● Demonstrate Product Expertise by maintaining in-depth knowledge of HG’s solutions, providing product demonstrations and training, and assisting customers in achieving revenue goals by identifying new and enhanced solutions.
● Act as Customer Advocate by representing customers to internal teams, communicating requirements and enhancement requests to the product team and providing clients with visibility around vision, strategy, and product roadmap.
● Enhance Collaboration and Communication by working closely with internal teams to ensure a cohesive customer experience and maintaining accurate records in CRM systems for transparency and reporting.

What You’ll Need:

● 8+ years experience in Customer Success, Account Management, Sales, or related roles in a B2B SaaS organization and a proven track record of meeting or exceeding customer retention and growth goals.
● Demonstrated commitment to professional development through obtaining relevant certifications (e.g., Certified Customer Success Manager, Gainsight NXT certification, etc.) or other industry-recognized credentials that showcase a dedication to customer success excellence and continuous learning.
● Proven ability to influence and collaborate with peers and cross-functional teams, such as product, engineering, and marketing, to enhance customer outcomes and drive product improvements.
● Proficient in using key tools such as Salesforce, Outreach, or other CRM platforms, along with a solid understanding of the specific tech stack required for the role.
● Exhibit a customer-centric mindset by providing exceptional experiences through demonstrated expertise and empathy, addressing customer needs, and effectively communicating with key stakeholders at all levels.
● Demonstrate coachability and a growth mindset by proactively seeking feedback, embracing learning opportunities, and continuously evolving in response to customer needs and business environments.
● Be a strategic thinker and problem solver: Demonstrating skills to uncover, prioritize, and solve customer challenges and develop and execute strategic account plans.
● Superb technical aptitude and organizational skills, with the ability to quickly learn and explain technology concepts, multitask, and prioritize in a fast-paced environment while maintaining attention to detail.
● Account expansion and negotiation skills, with experience in growing existing accounts, presenting additional use cases, and expertly negotiating, upselling, and closing deals.
● Exemplify professional attributes as a highly motivated self-starter with initiative and drive to achieve goals, ability to work independently and as part of a team, and willingness to travel to customer sites as needed.