Job Summary

Smartly, a leading SaaS-based technology company, is seeking a Senior Customer Success Manager to join our dynamic team. In this role, you will be responsible for building long-term relationships with global enterprise clients, driving product adoption, and ensuring overall customer satisfaction and retention. You will serve as the key liaison between clients and internal teams, helping businesses maximize value from our platform through strategic guidance, proactive support, and success-driven initiatives.

As a Senior Customer Success Manager, you will collaborate closely with cross-functional departments, including Sales, Product, and Engineering, to advocate for customer needs and drive impactful solutions that lead to measurable outcomes.

Key Responsibilities

• Serve as the primary point of contact for enterprise clients, developing strong relationships built on trust, transparency, and results.
• Drive customer engagement by providing onboarding support, training, and strategic consultations tailored to client goals.
• Analyze customer data to identify usage trends, opportunities for expansion, and areas for improvement.
• Collaborate with internal teams to communicate customer feedback and influence product enhancements.
• Monitor customer health metrics and proactively address potential issues to reduce churn.
• Lead quarterly business reviews and strategic planning sessions with key stakeholders.
• Manage renewals, upselling opportunities, and cross-selling initiatives to achieve revenue growth targets.
• Act as a customer advocate, ensuring seamless communication between clients and technical support teams.
• Create and maintain documentation on client interactions, account plans, and success metrics.
• Mentor junior team members, sharing best practices and contributing to continuous improvement across the Customer Success department.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Marketing, Computer Science, or a related field (Master’s degree preferred).
• 5+ years of experience in Customer Success, Account Management, or Client Relationship Management in a SaaS or technology-driven organization.
• Proven ability to manage large enterprise accounts with multiple stakeholders and complex requirements.
• Exceptional communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities with a data-driven mindset.
• Experience with CRM tools (e.g., Salesforce, HubSpot, Gainsight) and analytics platforms.
• Ability to thrive in a fast-paced, results-oriented environment.
• Demonstrated experience in renewal management, upselling, and cross-functional collaboration.

Experience

• Minimum of 5–8 years of experience in a customer-facing role, preferably in SaaS, cloud technology, or enterprise software.
• Experience managing a portfolio of high-value enterprise clients across diverse industries.
• Proven track record in improving customer satisfaction and driving product adoption.

Working Hours

• Full-time position: Monday to Friday, 9:00 AM to 6:00 PM (flexible hybrid or remote work arrangements available).
• Occasional client meetings or virtual sessions may require flexible scheduling to accommodate global time zones.

Knowledge, Skills, and Abilities

• In-depth understanding of SaaS platforms, customer success strategies, and digital transformation initiatives.
• Strong negotiation and conflict-resolution skills.
• Excellent organizational and project management capabilities.
• Ability to translate technical concepts into business value for clients.
• Empathy-driven mindset with a passion for helping customers succeed.
• Strategic thinker with the ability to influence without direct authority.

Benefits

• Competitive salary package with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible working hours and remote work options.
• Paid time off, parental leave, and wellness programs.
• Career advancement opportunities with continuous professional development.
• Dynamic and inclusive work culture that encourages innovation and collaboration.

Why Join Smartly

At Smartly, we empower businesses through cutting-edge SaaS solutions that transform the way teams operate. You’ll join a company that values innovation, teamwork, and customer-centric excellence. Our people are our greatest strength — we foster an environment that encourages growth, rewards creativity, and supports work-life balance. If you’re passionate about technology and helping clients achieve success, Smartly is the place to accelerate your career.

How to Apply

Interested candidates are invited to apply by submitting their updated resume and a cover letter detailing their relevant experience and motivation for the role.
Please apply via our careers page at www.smartly.com/careers or email your application to us with the subject line: Senior Customer Success Manager – SaaS Platform.