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Sr. Customer Success Manager - AIP

1 month, 2 weeks ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
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
View All Jobs 11

Description

  • Become a product expert in both the technical workings and practical business applications of the platform.
  • Manage new customers after implementation to ensure successful onboarding and adoption.
  • Develop strategic success plans for customer segments with success factors, metrics, timelines, and risk considerations.
  • 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 the resolution of escalated customer issues.
  • Partner with Product Management and Engineering to resolve issues and communicate customer needs for future enhancements.
  • Maintain healthy customer partnerships and foster a "Customers for Life" environment.
  • Improve business processes that contribute to customer success.

Requirements

  • Demonstrated success managing customer relationships in a B2B SaaS company.
  • Demonstrated capability to identify and mitigate risk.
  • 8-10 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.
  • Bilingual proficiency in English and Spanish, written and verbal, is required.
  • Ability to work under pressure and bring initiative to every engagement.
  • Strong teamwork, flexibility, and high performance in a dynamic environment.
  • Travel expectation of 10%.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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