Job Description
Join our award-winning team at Nexus Solutions, where customer obsession is our DNA. We're seeking a Senior Customer Success Manager to transform how businesses leverage our cutting-edge SaaS platform. In this pivotal role, you'll become the voice of our customers, driving adoption and retention through strategic relationship building. Our Austin headquarters offers a vibrant, collaborative environment with competitive benefits and growth opportunities.
Responsibilities
- Own end-to-end customer journey, from onboarding to renewal and expansion
- Develop and execute proactive success plans for high-value enterprise clients
- Identify upsell/cross-sell opportunities and collaborate with sales teams
- Analyze customer usage data to drive product improvements and reduce churn
- Lead quarterly business reviews and strategic account planning sessions
- Mentor junior team members and share customer insights with product teams
- Champion customer feedback through internal advocacy programs
Qualifications
- 5+ years in B2B SaaS customer success or account management
- Proven track record of exceeding retention and upsell targets
- Experience with CRM platforms (Salesforce) and analytics tools (Tableau)
- Exceptional communication skills with executive stakeholders
- Certification in Customer Success Management (CSM) preferred
- Ability to translate technical features into business value propositions
- Experience managing complex enterprise accounts ($100K+ ARR)
- Strong data literacy with ability to derive actionable insights