Senior Customer Success Manager – Strategic Accounts – Remote US

As a Senior Customer Success Manager at Seamless, you will be responsible for the retention and expansion of Seamless AI’s accounts in our Strategic business segment. The Strategic CSM is responsible for driving growth and product adoption across the overall book of business, while ensuring the success of our customers and maximizing lifetime value. The Strategic  CSM will also be responsible for actively contacting customers, identifying situations that may put these clients at-risk while working to solve them, and serving as a direct through-line for feedback to our leadership team on the needs of our customers as it affects our product road-map.

Responsibilities:

• Engage with existing customers, understanding their needs and experiences with Seamless.AI to ensure satisfaction and identify opportunities for account growth
• Lead the renewal process from start to finish, including contract negotiations, ensuring a high retention rate
• Develop and implement strategies to increase customer investment in Seamless.AI products and services
• Work closely with customer success and sales teams to identify opportunities for account expansion
• Conduct regular account reviews to monitor customer satisfaction and identify any potential issues before renewal
• Maintain accurate records of customer interactions, transactions, and feedback, while using this data to improve future strategies
• Stay updated on Seamless.AI product developments and industry trends to provide knowledgeable support and advice to customers
• Leverage a combination of tech-touch and personal-touch outreach to employ a proactive approach to ensuring customer health across the Strategic customer-base
• Take a consultative approach to make sure that the customer is maximizing their usage of Seamless.AI, and ensure that they will renew their subscriptions year over year
• Keep track of customer organizational changes, identify at risk customers, and coordinate efforts to eliminate risk
• Escalate issues to drive resolution in a timely, proactive manner