The Senior CSM (SCSM) will build, support, and cultivate relationships with customers, working closely with Support, Product and Engineering teams to assure that customer feedback is being incorporated into development decisions and that customers in their portfolio are on a true path to success.

The SCSM’s primary purpose is to maintain a path to success for their portfolio of customers by executing on their specific success plans and providing consistent support at the executive level of the relationship. As a SCSM, you will drive customer renewals and upgrades, mitigate risk through ongoing touchpoints/QBRs and act as “quarterback” with the internal teams at ServiceCore to mitigate risk and push wins for the portfolio. 

The ideal candidate for this role is hyper-sensitive to the broader Customer Experience (CX), is a great listener with a ‘can do’ attitude and someone that is looking to build on their knowledge of customer success while also bringing their expertise and experience to our organization to make us better. They will be a self-starter and thrive in a fast-paced and challenging start-up environment while also being eager to learn from and be an integral part of an amazing team. 

As a SCSM for ServiceCore you will:

• Build relationships with customers and team members alike
• Drive success for customers through regular proactive touch points and Quarterly Business Reviews (QBRs)
• Be the point person on all escalated issues in your portfolio
• Become a “Subject Matter Expert” (SME) on the ins and outs of our software
• Provide feedback and suggestions to Product and Engineering to continue the adaptability of our software

To be a successful SCSM at ServiceCore, you will need to:

• Operate with a high level of EQ for your portfolio
• Be able to renew customers and mitigate their churn risks
• Adapt to a fast-paced and ever-changing work environment
• Be a self-starter and self-manager after the designated on-boarding period
• Come to your work daily with a willingness to learn
• Be a good listener, innovative thinker and articulate speaker
• Have prior experience managing relationships with companies
• Experience working with contractors is highly desirable
• SQL knowledge preferred but not required

Minimum Requirements:

• Five years of SaaS Customer Success or Account Management
• Bachelor's degree in Business Administration or related field required