About the Role:

As a Senior Customer Success Manager, you will play a pivotal role in designing and executing high-impact customer success strategies that enhance satisfaction, drive retention, and ensure seamless service delivery. A strategic thinker and customer advocate with a passion for driving success.

This role goes beyond just customer engagement—it’s about leading business reviews, identifying opportunities for growth, mentoring junior team members, and spearheading process improvements to elevate the overall customer experience. You will work closely with cross-functional teams to proactively resolve technical challenges, establish best practices, and ensure that our clients see tangible value in our solutions.

Additionally, you will be responsible for managing and sustaining relationships with Platinum-tier customers, ensuring they receive unparalleled support, strategic insights, and exclusive value-driven engagements that reinforce long-term partnerships.

Key Responsibilities:

Customer Success Strategy & Retention

• Design and implement customer success strategies that align with business objectives and enhance customer satisfaction.
• Take full ownership of the customer lifecycle journey, ensuring seamless onboarding, proactive engagement, and long-term retention.
• Continuously analyze Customer Retention Rate and customer engagement trends to develop actionable insights that improve customer outcomes.
• Ensure high Customer Satisfaction (CSAT) and Net Promoter Score (NPS) through consistent engagement and service excellence.

Strategic Relationship Management & Platinum Customer Engagement

• Serve as the primary point of contact for Platinum-tier customers, ensuring they receive white-glove treatment and premium support.
• Develop customized success plans tailored to high-value clients, ensuring their unique business needs and goals are met.
• Establish a strong presence with customers, demonstrating expertise in Cellulant’s products, operations, and industry landscape.
• Lead high-impact H1/H2 strategic business reviews, Quarterly business reviews (QBRs), and Monthly & Weekly business reviews with senior stakeholders.
• Act as a trusted advisor, ensuring customers maximize the value of our solutions and achieve their business goals.

Proactive Issue Resolution & Product Collaboration

• Collaborate with product and technical teams to proactively identify and address customer pain points before they escalate.
• Develop a framework for early risk detection and mitigation to prevent customer churn.
• Serve as a customer advocate, ensuring feedback is captured and integrated into product development roadmaps.
• Ensure valid contracts in the customer base are up to date and aligned with business requirements.

Process Improvement & Best Practices

• Establish best practices and a comprehensive knowledge base to streamline customer issue resolution and empower internal teams.
• Identify and implement scalable processes that improve efficiency and enhance the customer experience.
• Drive operational excellence by analyzing performance metrics and continuously optimizing workflows.
• Ensure alignment through Weekly/Bi-Weekly CS internal meetings and Monthly Service Delivery Meetings.

Mentorship & Leadership

• Coach and mentor junior team members, fostering a high-performance culture within the Customer Success team.
• Share insights, lead training sessions, and contribute to professional development initiatives.
• Encourage collaboration across departments to enhance service delivery and customer engagement.

Executive Reporting & Stakeholder Management

• Conduct Quarterly service reviews, presenting key insights, success stories, and improvement opportunities to both customers and internal leadership.
• Act as the voice of the customer, ensuring their needs and expectations are effectively communicated to senior executives and cross-functional teams.
• Drive customer advocacy initiatives, helping to shape the company’s long-term customer success vision.

Key Attributes & Experience:

• Industry & Product Mastery – Proven deep understanding of Cellulant’s operations, products, and customer industries, allowing for high-value discussions with stakeholders.
• Executive Presence & Influence – Ability to command the respect of customers and senior leaders, providing strategic guidance and thought leadership.
• Platinum Customer Relationship Management – Experience in managing and sustaining high-value customer relationships, ensuring long-term loyalty and engagement with key accounts.
• Commercial Acumen – Strong business mindset, with the ability to identify opportunities for value creation and revenue growth through customer success initiatives.
• Leadership & Mentorship – Experience mentoring and guiding junior team members, fostering a culture of learning and continuous improvement.
• Excellent Communication & Relationship Management – Ability to build trust, resolve conflicts, and influence stakeholders at all levels with clarity and confidence.
• Customer-Centric & Proactive – Passion for delivering outstanding customer experiences, with a forward-thinking, problem-solving approach.

KPI’s:

• Customer Retention Rate: Achieve a retention rate of 95% or higher by focusing on consistent value delivery.
• Customer satisfaction (CSAT) score: Maintain an average CSAT score of 85% or higher across all customer Interactions
• Onboarding success Rate: Ensure 95% or new customers complete the onboarding process within the first 30 days and are set up for success.
• Net Promoter Score (NPS): Aim for an NPS of 70 or above, indicating strong customer loyalty and willingness to recommend our products and services.
• Customer Expansion: Drive a 15% increase in upsell and cross-sell opportunities through a deep understanding of customer needs and product fit.
• Product Adoption Rate and SLA Adherence.