Senior Manager Q Customer Success, Customer Success Team

Redefined Ltd
London
1 week ago
Applications closed

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DESCRIPTION

The Senior Manager of Customer Success is responsible for leading a team of customer success professionals focused on driving successful SaaS platform implementations and enterprise adoption. In this role, you will manage a portfolio of strategic customer projects, aligning cross-functionally to ensure seamless delivery and an exceptional customer experience.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Key job responsibilities

  1. Oversee a team of customer success managers, solutions architects, and implementation specialists, providing mentorship and guidance to drive individual and team performance.
  2. Serve as the primary point of contact for a portfolio of strategic customer accounts, managing relationships and acting as a strategic advisor.
  3. Partner closely with sales, product, and engineering teams to scope and plan customer projects, ensuring alignment on requirements, timelines, and success metrics.
  4. Lead the creation of proof-of-concept demos and pilot programs to showcase platform capabilities and drive initial adoption.
  5. Develop and execute comprehensive launch plans to enable a frictionless transition from implementation to production use.
  6. Monitor customer health metrics and proactively identify risks or opportunities, implementing retention and expansion strategies.
  7. Collaborate with regional and global teams to share best practices, standardize processes, and drive continuous improvement.
  8. Stay up-to-date on industry trends and competitive landscape, recommending enhancements to the customer success model.
  9. Contribute to the development of the customer success organization, identifying talent needs and participating in hiring and training initiatives.

BASIC QUALIFICATIONS

  1. Experience leading large, cross-organizational teams (i.e., Product Managers, Business Analysts, Data Architects, Data Scientists, Security, and Data Engineers) that may span geographic boundaries.
  2. 10+ years experience in customer success, account management, or professional services, with a track record of leading high-performing teams.
  3. Experience with managing complex, multi-stakeholder projects and delivering solutions.
  4. Experience working cross functionally with tech and non-tech teams.
  5. Bachelor's degree in business, technology, or a related field; advanced degree preferred.

PREFERRED QUALIFICATIONS

  1. Strong analytical and problem-solving skills, with the capacity to leverage data to drive informed decision-making.
  2. Familiarity with SaaS business models and enterprise software implementation best practices.
  3. Experience driving end to end delivery, and communicating results to senior leadership experience.

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