Senior Customer Success Manager

About the Company

We enable clients’ business growth with highly trained, “customer-first” teams dedicated to performance excellence and exceptional service. Our teams are the foundation of our business, and our Customer Success Managers (CSMs) are the leaders who guide them toward success. Senior CSMs act as strategic partners for our clients, ensuring they achieve maximum value from our services. They build strong relationships, manage complex projects, and influence organizational growth. Join us and play a pivotal role in shaping success stories for both clients and teams.

About the Role

As a Senior Customer Success Manager / Delivery Manager, you will oversee delivery operations and strategic client partnerships, ensuring seamless execution and alignment with objectives. You'll manage key accounts, identify growth opportunities, and implement strategies to achieve client satisfaction and business success. This role requires a results-driven mindset, exceptional leadership skills, and the ability to guide teams through complex projects while maintaining strong client relationships.

Key Responsibilities

Delivery and Client Relationship Management

• Build and maintain strong relationships with key client stakeholders.
• Serve as the primary point of contact for client issues and escalations.
• Gather client feedback and implement enhancements to improve service delivery.

Strategic Account Planning and Growth

• Develop and execute strategic account plans to foster client success and satisfaction.
• Conduct regular business reviews to assess progress toward goals and identify opportunities.
• Identify and support cross-sell and upsell opportunities in collaboration with the sales team.

Project Planning and Execution

• Create detailed hiring and resource allocation plans to meet client requirements.
• Coordinate efforts with internal teams and external partners for flawless execution.
• Track progress against KPIs and deliverables, ensuring targets are met within budget and scope.

Risk and Issue Management

• Identify potential risks and develop strategies to minimize them.
• Address issues promptly to ensure smooth operations and maintain client satisfaction.

Financial Oversight

• Manage project margins and contribute to internal growth projections.

Qualifications

• 5+ years of experience in client-facing, account management, or delivery-focused roles.
• Demonstrated ability to manage client relationships, complex projects, and cross-functional teams.
• University degree in a relevant field.
• Fluency in English; additional languages are a plus.
• Proven skills in strategic planning, risk management, and financial oversight.
• Strong proficiency in project management tools, Microsoft Office Suite, and G-Suite.

What Sets You Apart

• Leadership: You inspire and align teams with organizational goals, ensuring a positive and results-driven environment.
• Strategic Thinking: You identify opportunities, anticipate challenges, and drive impactful change.
• Problem-Solving: You approach complex issues creatively and make decisive, effective decisions.
• Resilience: You thrive in fast-paced environments and remain calm under pressure.
• Communication: You deliver clear and impactful messages while building trust with clients and teams.

What’s in It for You

• 24 business days of PTO per year.
• Comprehensive medical insurance.
• An educational budget to support your professional development.
• Opportunities to influence business strategies and mentor other professionals.
• Collaboration with a diverse and talented team, fostering growth and innovation.

If you’re passionate about client success, strategic thinking, and driving exceptional delivery outcomes, we’d love to hear from you. Apply today and take your career to the next level with us!