Job Description
Join our award-winning customer experience team at NexusTech Solutions, where innovation meets exceptional service. We're seeking a passionate Senior Customer Success Manager to drive client satisfaction and retention through strategic relationship building. This hybrid role combines remote flexibility with monthly in-office collaboration at our state-of-the-art Austin headquarters. You'll leverage cutting-edge CRM platforms to transform customer feedback into actionable insights while mentoring junior team members. Enjoy competitive benefits including equity options, wellness stipends, and professional development funding.
Responsibilities
- Develop and execute personalized client engagement strategies to achieve 95%+ retention targets
- Conduct quarterly business reviews with enterprise accounts to identify growth opportunities
- Lead cross-functional initiatives between product and support teams to resolve complex escalations
- Analyze customer usage data to identify upsell/cross-sell potential exceeding $500K annually
- Mentor 3-5 junior team members through structured coaching programs
- Implement NPS-driven feedback loops to continuously improve service quality
Qualifications
- Bachelor's degree in Business, Communications, or related field
- 5+ years B2B SaaS customer success experience with enterprise clients
- Certification in Salesforce or HubSpot CRM platforms
- Proven track record of reducing churn by 30%+ through proactive engagement
- Advanced data analysis skills with proficiency in SQL and Looker
- Exceptional conflict resolution abilities with C-level stakeholder experience
- Fluency in English with additional language proficiency preferred