The Role:

As a Senior Customer Success Manager, you will be responsible for driving the
relationship with some of our largest customers. In this role, you will serve as
a trusted advisor and partner, navigating the customer on their journey from
onboarding to implementation through renewal and expansion. To succeed in this
role, you must be able to expertly orchestrate across multiple stakeholders
within the organization, recognize customer goals, and coordinate amongst a
cross-functional group in accomplishing them.

Responsibilities:

* Develop a deep understanding of customer needs/goals and work to ensure that
our teams have a shared definition of success across multiple platforms.
* Leverage problem solving to help customers reach their business goals and
maximize the value they receive.
* Deliver QBRs or MBRs that demonstrate key business objectives and support
experience.
* Facilitate customer training on how to leverage key support applications and
portals.
* Contribute to the development of the Customer Success organization by sharing
processes, ideas,



and highlighting historical best practices.
* Cultivate Internal and External customer relationships.
* Assist with recognizing key growth opportunities for customers.
* Work supportively with colleagues, operating in a manner that is consistent
with 11:11’s Code of Business Ethics and Company Values
* Responsibly receive, transmit, and handle company data and information per
Company data handling agreements, work procedures and policies
* Review and follow company policies and guidelines, data privacy practices,
including annual compliance training certification and policy
acknowledgements.
* Additional duties as assigned

Qualifications:

* 5+ years of experience in customer success or account management
* Experience managing large accounts, with 5-figure+ contract MRR
* Advanced knowledge in a CRM (Salesforce) and other applications to manage
your customer portfolio and their lifecycle management.
* Exper

📌 Sr Customer Success Manager (Gadwanti)
🏢 11:11 Systems
📍 Gadwanti