Senior Customer Success Manager

What you will be responsible for:  

• Act as the primary point of contact for assigned clients, ensuring timely and effective communication and problem resolution.  

• Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention. 

• Outcomes driven; you will own and manage a renewal book of business of customers, and as their strategic advisor, you will guide them to success on their journey. 

• Monitor and prioritize your book of business based on key indicators of customer health via ChurnZero, our CS platform. 

• Work closely with sales, product and other technical teams to ensure an exceptional customer experience and take care of any customer issues. 

• Work cross-functionally with other team members to foster a strong sense of community and information sharing. 

• You will develop a high level of knowledge and understanding of DTN products while keeping up with industry news, trends, and best practices. 

• Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk.  

• Create, develop, and execute strategies to further grow our existing customer base.

• Identify opportunities to cross-sell additional products and offerings.

What you will bring to the role: 

• Experience running a large book of business with proven track record of long-term customer retention. 

• Background working at a SaaS or software company.

• Ability to thrive in a fast-paced environment of ambiguity and frequently switch gears with ease.

• Excellent interpersonal skillset and ability to build strong rapport with internal/external stakeholders.

• Highly organized with the ability to effectively balance competing priorities.

• Superb problem solver, and relentless in finding the right answer.  

• Incredibly curious and asks engaging questions to elicit discovery. 

• Results-driven mentality.

What you can expect from DTN:   

• Competitive Salary   

• Unlimited PTO   

• Flexible working hours  

• Remote work model (position dependent)  

• Competitive Medical, Dental and Vision Insurance Plans  

• 6% 401K matching  

• Unlimited access to 13k+ courses via learning platform to support employee career advancement  

• Employee Assistance Program (EAP)  

The targeted hiring base pay range for this position is between $75,000 and $100,000. DTN is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The actual base pay offered for this position will be dependent upon many factors, including but not limited to: prior work experience, training/education, transferable skills, business needs, internal equity and applicable laws. The targeted hiring base pay range is subject to change and may be modified in the future. This role may also be eligible for market competitive variable pay and benefits.

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