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Senior Customer Success Manager - VIP Accounts: We are seeking an experienced Senior Customer Success Manager to join our North America Customer Success organization supporting a portfolio of our most strategic enterprise customers. This individual will serve as a trusted advisor to executive stakeholders, driving customer value realization, adoption, retention, renewals, and long-term partnership growth. The ideal candidate brings deep experience working within enterprise SaaS organizations focused on finance transformation, procurement, source-to-pay, procure-to-pay, accounts payable automation, ERP, business process automation, or related technology solutions. We are particularly interested in candidates who have spent their careers helping large organizations quantify business value, build ROI cases, drive adoption, and cultivate executive relationships. This role is designed for a highly consultative professional who is comfortable operating at both the strategic and operational level, partnering with customer executives while collaborating internally across Product, Sales, Support, Professional Services, and Leadership teams. What You'll Do Executive Customer Leadership Manage a small portfolio of North America's largest and most strategic enterprise customers. Build trusted relationships with senior leaders including CFOs, Finance Directors, Procurement Leaders, Shared Services Executives, and other C-level stakeholders. Act as the primary strategic advisor throughout the customer lifecycle. Lead executive business reviews, strategic planning sessions, and value realization discussions. Drive Customer Value Develop and execute customer success plans aligned to measurable business outcomes. Help customers identify, track, and communicate ROI from their technology investments. Create compelling value stories and business cases that demonstrate operational, financial, and strategic impact. Leverage benchmarks, industry trends, and best practices to help customers optimize their processes and maximize value. Adoption & Business Outcomes Drive successful adoption of enterprise software solutions and related services. Monitor customer health, engagement, utilization, and business outcomes. Identify risks proactively and develop mitigation plans to improve customer success. Partner with customers to align technology capabilities with business objectives. Retention & Growth Lead renewal planning activities and help secure long-term customer retention. Identify opportunities for solution expansion and increased business value. Collaborate closely with Sales teams on account planning and growth initiatives. Support customer advocacy programs including references, case studies, advisory boards, and speaking engagements. Cross-Functional Leadership Coordinate across Product, Support, Professional Services, and Sales teams to execute customer success plans. Escalate and manage complex customer issues through resolution. Influence internal stakeholders to prioritize customer outcomes and strategic initiatives.
