Senior Customer Success Manager - ILM

1 month ago
Full-time
Senior
Customer and Technical Support
Irth

Irth

Irth Solutions is a leading provider of SaaS cloud-based asset protection solutions that focus on damage prevention, risk analysis, and network infrastructure resilience. With nearly three decades of experience, Irth Solutions offers a wide range of fe...

Diversified Telecommunication Services
51-250
Founded 1985

Description

  • Become a product expert in the platform’s technical workings and practical business applications.
  • Manage new customers after implementation to ensure successful onboarding and adoption.
  • Develop strategic success plans for assigned customer segments, including success factors, metrics, timelines, and risk areas.
  • Conduct quarterly business reviews, product roadmap discussions, and on-site visits to support retention and renewals.
  • Keep customers informed about process and procedural changes.
  • Manage resolution of escalated customer issues.
  • Partner closely with Product Management and Engineering to resolve issues and communicate customer needs for future enhancements.
  • Travel as needed, with an expected travel level of 10%.

Requirements

  • Demonstrated success managing customer relationships in a B2B SaaS company.
  • Proven ability to identify and mitigate risk.
  • 3+ years of customer-facing account management experience or equivalent, with a track record of service excellence and best practices, or SaaS support experience.
  • Experience working across multiple internal teams to resolve customer issues quickly and effectively.
  • Excellent communication skills, including writing, listening, and phone communication.
  • Ability to work well in a dynamic environment with high performance and flexibility.
  • Strong team-player mindset.
  • Open to candidates throughout the United States.

Benefits

  • Competitive salary.
  • Health plan options including medical, dental, and vision coverage.
  • 401(k) plan with company match.
  • Flexible PTO policy plus company-paid holidays.
  • Life insurance, pet insurance, and discounts/perks programs.
  • One-time work-from-home stipend.
  • Team events including monthly lunches, volunteer outings, and quarterly gatherings.
  • Hybrid employees have access to snacks, beverages, and coffee at the Columbus, Ohio office.

Interested in this position?

Apply directly on the company website

Apply Now

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