Senior Customer Success Manager

About the Role

As a Senior Client Success Manager (Senior CSM) at TrueML Products, you are a leader in our client relationships and a key driver of our company's growth. You'll move beyond day-to-day account management to serve as a strategic partner and executive advisor to our most valuable and complex clients. Your role is to not only ensure clients achieve their business objectives but to proactively shape their long-term strategy, identifying opportunities for transformational growth. You will be instrumental in turning our top-tier clients into brand champions and driving significant, sustainable revenue growth. This is a high-impact, high-visibility role for a seasoned professional who can navigate complex organizational structures, lead sophisticated business conversations, and drive exceptional outcomes.

• Executive-Level Strategic Partnership: You will own a portfolio of our largest and most strategic accounts, serving as a trusted advisor to senior executives and key stakeholders. You will lead high-level Monthly Business Reviews (MBRs) and executive-level discussions, not just to review progress but to co-create long-term strategic roadmaps. Your expertise will be crucial in helping clients leverage our products to achieve enterprise-wide business transformation and competitive advantage.

• Complex Problem-Solving and Risk Mitigation: You are a master at anticipating and resolving complex client challenges. You will navigate intricate technical, operational, and business issues, proactively identifying potential risks and orchestrating internal and external teams to address them. You'll serve as the primary escalation point for your accounts, leading with a calm, decisive approach and a focus on long-term resolution.

• Advanced Commercial Acumen and Revenue Leadership: While not a sales role, your impact on our revenue is significant. You will be directly responsible for the health, retention, and growth of your portfolio, consistently demonstrating and articulating ROI. You will identify and proactively pursue significant upsell and cross-sell opportunities, structuring deals and developing business cases that align with the client’s strategic goals and our revenue targets. You will also be a key contributor to our renewal strategy and process for the entire CSM team.

• Cross-Functional Leadership and Mentorship: You will act as the principal voice of the customer for your portfolio, influencing product roadmaps and strategic business decisions. You will mentor and guide junior CSMs, sharing best practices and elevating the entire team's capabilities. You will lead cross-functional initiatives and foster collaboration across product, engineering, sales, and marketing to ensure a seamless and world-class client experience.

• You have 5+ years of experience as a Client Success Manager, Account Manager, or a similar role, with a proven track record of managing and growing a portfolio of high-value, enterprise-level clients.
• You are a strategic leader who can confidently and persuasively engage with C-suite executives and senior leaders.
• You have an exceptional ability to solve complex, multi-faceted problems and lead cross-functional teams toward a common goal.
• You are a master communicator and presenter, capable of articulating complex value propositions and business outcomes with clarity and conviction.
• You are commercially astute, with a deep understanding of business metrics, revenue drivers, and the financial impact of your work.
• You thrive in a fast-paced environment and are a skilled mentor and leader who can elevate those around you.