Senior Customer Success Manager

Accountabilities:

As a trusted advisor and product expert, you will manage a portfolio of enterprise customers, guide their adoption journey, and ensure they continuously realize value from the platform. Your responsibilities will include:

• Own ongoing customer relationships as the primary point of contact, trusted advisor, and internal advocate.

• Develop hands-on expertise in the platform, helping customers navigate its features and everyday tasks independently.

• Drive post-go-live adoption by translating customer objectives into success plans with measurable milestones.

• Conduct regular business reviews to assess progress, demonstrate value, and align on evolving customer priorities.

• Proactively identify account risks, address adoption barriers, and implement strategies to reduce churn.

• Identify expansion opportunities and collaborate with Account Management ahead of renewals and growth discussions.

• Represent the voice of the customer by sharing feedback, product suggestions, and adoption challenges with Product and Support teams.

• Stay informed about industry trends and share relevant knowledge through best-practice sessions and platform walkthroughs.

• Monitor escalations and technical issues affecting customer accounts, coordinating with the appropriate internal teams to support resolution.

• Collaborate with Account Management, Business Solution Architects, Product, and Professional Services throughout the customer journey.

Requirements:

The ideal candidate combines substantial customer-facing experience with strong product knowledge, a genuine desire to learn, and the ability to translate technical platform capabilities into practical business outcomes. You should bring most of the following qualifications:

• Relevant experience: 5–8+ years in Customer Success, Solution Consulting, application or product support, or another customer-facing SaaS role requiring deep product knowledge.

• Platform expertise: Proven ability to become a Super User or Administrator-level expert in a complex platform, or demonstrated power-user or administrator experience with a comparable PIM, DAM, MDM, PXM, or enterprise SaaS solution.

• Learning mindset: Strong curiosity and willingness to master platform functionality and work hands-on with customers to solve their day-to-day challenges.

• Customer adoption: Experience driving product usage, defining success metrics, monitoring KPIs, and demonstrating value realization.

• Product information knowledge: Understanding of digital commerce and product information management concepts, including data modelling, taxonomy, enrichment, syndication, and workflows, or the ability to learn these concepts quickly.

• Communication skills: Strong written and spoken English, with the ability to present, teach, and influence stakeholders at different levels of an organization.

• Organization and initiative: Ability to manage multiple customer accounts, maintain attention to detail, follow up consistently, and take proactive action in a fast-paced environment.

• Education: Bachelor’s degree or equivalent practical experience.

Benefits:

• Fully remote working arrangement within the United States.

• Opportunity to work with enterprise customers and help them solve complex product information and digital commerce challenges.

• Collaborative, cross-functional working environment with teams spanning Customer Success, Account Management, Product, and Professional Services.

• Opportunities to develop deep expertise in product information management and enterprise SaaS platforms.

• The source job description does not specify salary, healthcare coverage, paid time off, or other financial benefits.