Job Description
Join NexusConnect Solutions as a Senior Customer Success Manager and become the voice of our valued clients! We're seeking a passionate advocate to drive customer retention and growth in our dynamic SaaS ecosystem. In this pivotal role, you'll build lasting relationships, solve complex challenges, and directly impact our company's expansion.
Our ideal candidate thrives in fast-paced environments, possesses exceptional emotional intelligence, and transforms feedback into actionable improvements. You'll collaborate with product, sales, and engineering teams to ensure customer goals are exceeded at every touchpoint.
Responsibilities
- Develop and execute strategic account plans to maximize customer lifetime value and retention
- Proactively identify expansion opportunities and upsell/cross-sell solutions
- Lead quarterly business reviews with key stakeholders
- Resolve escalated issues and coordinate internal resources for resolution
- Analyze customer usage data to identify adoption barriers and opportunities
- Champion customer feedback in product improvement initiatives
- Maintain 95%+ customer satisfaction score through proactive engagement
Qualifications
- Bachelor's degree in Business, Communications, or related field
- 5+ years experience in B2B customer success or account management
- SaaS industry expertise with technical product knowledge
- Advanced CRM proficiency (Salesforce/HubSpot)
- Exceptional conflict resolution and negotiation skills
- Data-driven decision-making with analytical mindset
- Proven ability to manage complex enterprise accounts
- Industry certifications (CSM, CSS, etc.) preferred