Senior Customer Success Manager

Job description

At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the *2025 Forrester Wave Report for SPM*, *2023 Ventana Research Revenue Performance Management (RPM) Value Index*, *Gartner Peer Insights*, *2024 Gartner SPM Market Guide*, and *G2.*Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here’s why you’ll thrive at Varicent: - **Innovate with Purpose: Build impactful solutions for customers worldwide.** - **Join Excellence: Work in a diverse, collaborative, and innovative team.** - **Shape the Future: Lead in redefining revenue optimization.** - **Grow Together: Unlock your potential in a supportive environment.** Join us at Varicent—where your talent and ambition meet limitless opportunities for success! **Summary of the Role and Team** As a Senior Customer Success Manager, Strategic Accounts, you will join Varicent's Strategic Customer Success team and manage a portfolio of our most strategic customers within the Platinum Advantage Program. Reporting to the Manager, Customer Success - Strategic, you will partner with executive stakeholders, business leaders, and technical teams to help customers achieve measurable business outcomes through the successful adoption of Varicent solutions. This team supports a select portfolio of high-value enterprise customers, allowing Customer Success Managers to take a strategic, consultative approach focused on value realization, customer growth, retention, and long-term partnership development. **What You Will Be Doing** - Own a portfolio of strategic enterprise customers and serve as the primary Customer Success contact across the customer lifecycle - Lead success planning initiatives that align customer business goals, stakeholders, risks, milestones, and measurable outcomes - Build and maintain relationships with executive stakeholders, Business Decision Makers (BDMs), and Technical Decision Makers (TDMs) - Drive product adoption and value realization by developing and executing customer-specific success and adoption plans - Identify and support expansion opportunities that align with customer priorities and business objectives - Partner with Sales, Professional Services, Support, Partner teams, and other internal stakeholders to support customer success initiatives - Lead executive business reviews, strategic planning discussions, and customer outcome-focused engagements - Maintain accurate customer health, engagement, business value, and account planning information within Customer Success platforms and CRM systems **What You Bring** - Experience managing enterprise or strategic customer relationships within a SaaS, technology, or business applications environment - Experience leading executive stakeholder conversations and building relationships across multiple levels of customer organizations - Demonstrated success driving customer adoption, retention, value realization, or business outcomes - Experience identifying account growth, expansion, renewal, or customer development opportunities - Ability to connect customer business objectives to technology solutions and measurable business impact - Strong project coordination, stakeholder management, and problem-solving skills across complex initiatives - Experience collaborating across cross-functional teams to achieve customer outcomes - Bachelor's degree in Business, Information Technology, Finance, or equivalent experience **Success Outcomes** **First 90 Days** - Build an understanding of Varicent's solutions, Customer Success methodology, strategic customer portfolio, and Platinum Advantage Program - Establish relationships with assigned customers and key internal stakeholders - Review customer success plans, business priorities, renewal timelines, and growth opportunities across assigned accounts - Begin leading customer engagements focused on business goals, adoption, and value realization **Within 6 Months** - Independently manage strategic customer relationships across the assigned portfolio - <