Senior Customer Success Manager

Overview of the position:The Senior Customer Success Manager (CSM) is passionate about making customers wildly successful with Scaled Agile’s (SAI) offerings.  As masters of Success Management principles and processes, Senior CSMs drive adoption, retention, and expansion by aligning customer needs and relationship management with best-in-class Customer Success tools and methodologies with our most important enterprise customers.  Scaled Agile’s Senior CSMs are seasoned experts in Success Management, Agile methodologies and SaaS products, adept at cultivating positive business outcomes with customers by proactively acting as trusted advisors, responsible for driving adoption and optimized use of SAFe Enterprise.As part of the company’s Customer Success organization and reporting to the VP of Enterprise Accounts and Customer Success, the Senior CSM is responsible for the adoption (time to first value) and retention of their portfolio of customers.  The ideal candidate is passionate about SAI’s mission to help customers be successful with SAFe and attain and sustain business agility.  As a key source of voice of the customer inside SAI, our CSMs are active listeners as well as strategic thinkers who understand that wearing both the company’s and customers’ hats is a privilege that equates to success for both.  What you’ll be doing:Manage most strategic and growth accounts of our Enterprise customers, driving account health, consumption, and revenue growth. Guide customers proactively along their agile transformation using SAFe Enterprise and SAFe Collaborate.Drive plans, strategies, positive outcomes with Customer Success tools including success plans, customer journeys, playbooks, etc. Use your strong Executive presence to build relationships with Customers’ C-suite and hold highly impactful EBRsCreate, own and follow through success plans that drive strategic resultsPersuade customer participation in Advisory Boards, case studies, testimonialsIdentify and own resolution of internal and external challenges, opportunities as they ariseUse your creative mindset to find new ways to improve customers’ use, satisfaction, consumption of SAFe productsWork as a team with Regional teams, Customer Success, Marketing, and Product on shared account management activitiesResponsible for drawing upon the skills and resources across the organization to continually provide value that supports our biggest customers’ adoption and growthCollaborate closely with CS Ops, Sales Ops, and IT to continuously improve our tools, processes, and capabilitiesContribute to knowledge base with articles, internal and customer-facing artifactsEvangelize new product features & provide customer feedback to Scaled Agile’s Product team.