Customer Success Manager, Senior (CSM/Sr. CSM)As a key member of the Customer Success team, the Senior Customer Success Manager (CSM) is responsible for driving customer renewals, identifying upsell opportunities, and generating net new revenue. This role combines strategic account management with proactive and reactive sales efforts, following processes defined by the sales leadership team. The CSM builds strong, consultative relationships with existing clients, ensuring seamless integration of Engage3’s solutions into their operations.
The CSM will partner closely with clients to understand their goals, maximize the value they receive from Engage3 tools and data, and promote long-term retention and growth across their account portfolio. Key MetricsNet Revenue Retention (NRR)Logo RetentionActivity-Based Goals (varies annually)Core ResponsibilitiesRenewals & Upsell ManagementEnsure timely renewal of all customer contracts within the renewal window. Accurately forecast renewal and upsell opportunities through each stage of the sales process. Identify and qualify cross-sell opportunities; collaborate with the Sales team to close deals. Become an expert in Engage3’s product suite, pricing models, use cases, and best practices.
Provide strategic consultation to customers to help them realize value and support adoption. Communicate regularly with clients on product updates, migrations, and improvement efforts. Lead and organize client training sessions, including onboarding of new users based on service tier. Contracting & InvoicingEnsure SOWs are issued, reviewed, and executed promptly for all closed-won deals. Confirm all contract terms, including payment methods and schedules, before deal closure. Coordinate with the Accounting team to send accurate invoices and collect payment efficiently. Maintain accurate financial reporting for all accounts in your portfolio. Partner with Operations to assess and apply customer credits when applicable.
CRM Hygiene & ForecastingMaintain complete and up-to-date records in the CRM, including tasks, emails, and notes for all opportunities. Ensure all leads and opportunities have next steps assigned. Create and update opportunities with the correct sales stage, close date, estimated value, and other relevant data to support accurate pipeline forecasting.
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