Senior Customer Success Manager

🕒 April 10

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Engageware

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

Engageware is an AI-powered customer engagement platform that helps organizations automate customer service and drive sales through omnichannel virtual and human-assisted interactions. The platform provides virtual assistants, conversational AI, appointment scheduling (including enterprise and Salesforce integrations), video banking, lobby & queue management, and unified knowledge management to improve customer self-service and employee efficiency. Engageware primarily serves banks, credit unions, retailers, wealth managers, higher education and other enterprises as a secure, scalable SaaS solution.

📋 Description

• Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions • Maintain consistent Customer engagement and communication • Experience leading on-site strategic business reviews and executive presentations • Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items. • Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution • Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups • Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities • Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell • Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving • Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc. • Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio • Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities • Update and manage key metrics in the following areas for each Customer in an account portfolio: Customer/Product health (RAG status) and overall account status • Track customer metrics to ensure upward trends; create mitigation plans when metrics descend

🎯 Requirements

• 5 years as a CSM supporting customers in Financial Services and Wealth Management vertical • Superior written and oral communication skills • Detail oriented, meticulous record-keeping, highly organized • Ability to manage multiple and concurrent (often competing) priorities • Ability to understand and speak to different audiences (internal and external) • Advanced critical thinking and problem-solving skills, focus on continuous improvement • Proven track record in a Customer-facing role • Exceptional collaboration skills • Empathetic and positive attitude with a desire to make Customers successful • Post-secondary degree or relevant experience • Technical competency and aptitude with software applications, tools, and internal systems • 8+ years in Customer Success, Account/Relationship Management, or similar roles