Senior Customer Success Manager

United States 

Senior Customer Success Manager

To apply, email with the job title as the subject line.

No. of Positions

8+ years

As Recommended

About the role:

Tyfone is seeking an experienced and strategic-minded individual to assume the role of Senior Customer Success Manager in our growing Customer Success organization. As a Senior Customer Success Manager, you will take the lead in managing our most valuable client relationships, ensuring their success, and driving the adoption of our products and services. Your extensive industry knowledge, exceptional communication skills, and proven track record in customer success will be crucial in shaping our client engagement strategy and fostering long-term partnerships. This role will play a pivotal part in shaping the customer success landscape at Tyfone, reporting directly to the Vice President of Customer Success. You will be instrumental in establishing and driving best practices, as well as overseeing the development, coaching, and recruitment of team members. Working closely with our key clients, your role will be pivotal in ensuring they derive maximum value from our solutions.
Furthermore, you will be actively involved in creating User Groups, orchestrating Jira tickets, generating insightful reports, capturing client feedback for
enhancements, and monitoring progress on areas of improvement. Your role will extend to seamless collaboration with other departments, ensuring a cohesive approach to implementation and support that consistently delivers exceptional results for our clients.
The ideal candidate must exhibit a high level of urgency, possess a thirst for mastering new technologies, be unafraid of taking calculated risks, embrace
ownership of outcomes, and thrive within a collaborative and fast-paced environment.

Responsibilities (including but not limited to):
  • Strategic Client Relationship Management: Serve as the primary point of contact for a portfolio of high-value clients. Develop deep and trusted relationships, understand their business objectives, and align our solutions to meet their evolving needs.
  • Client Engagement Strategy: Develop and execute tailored engagement strategies for each client, ensuring their continued satisfaction, retention, and growth. Collaborate with cross-functional teams to deliver on these strategies.
  • Executive Communication: Establish credibility with client executives and senior leadership through effective communication and regular updates. Present insights, value propositions, and strategic recommendations to drive client success.
  • Customer Onboarding Excellence: Oversee the onboarding process for new clients, ensuring a seamless and comprehensive transition to our solutions. Provide guidance, coordinate internal teams, and set clear expectations for client success.
  • Data-Driven Insights: Utilize data analysis to derive insights into client usage patterns, challenges, and opportunities. Translate these insights into actionable recommendations for both clients and internal teams.
  • Escalation Management: Handle complex client issues and escalations, demonstrating strong problem-solving skills, empathy, and a commitment to resolving challenges effectively.
  • Mentorship and Leadership: Provide guidance and mentorship to junior members of the Customer Success team. Share best practices, and industry
    insights, and contribute to the team’s overall professional development.
  • Renewals and Expansion: Collaborate closely with the sales team to ensure smooth contract renewals. Identify upsell opportunities based on a deep
    understanding of client’s business goals and product usage.

Skills & Qualifications:.

  • Bachelor’s degree in Business, Management, or a related field; an advanced degree is a plus.
  • 8+ years of progressive experience in customer success, account management, or related roles, with a demonstrated track record of successfully managing high-value clients.
  • Extensive knowledge of the Fintech industry, market trends, and best practices in customer success and account management.
  • Exceptional interpersonal, communication, and presentation skills, with the ability to interact effectively at all levels within client organizations.
  • Strong analytical skills, comfortable with data analysis and deriving insights for strategic decision-making.
  • Proven ability to manage complex situations, prioritize tasks, and drive results in a dynamic and fast-paced environment.
  • Leadership qualities and the ability to guide and mentor junior team members.
  • Proficiency in Salesforce, project management tools ( Wrike), and Microsoft Office Suite.

To apply, email with the job title as the subject line.

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