Senior Customer Success Manager, Commercial
London Area
EMEA Team – EMEA Account Management /
Full-time /
Hybrid
POSITION DESCRIPTION
The Senior Customer Success Managers (CSM) help Sayari’s existing clients effectively leverage Sayari solutions and deepen our relationships within client organisations. The CSM plays a vital role in ensuring that our customer fully realises a return on their investment in Sayari products by understanding our clients’ priorities and designing strategies to prove our platform's and data's value while continuously feeding technical requirements to our engineering team. The CSM collaborates with key stakeholders to successfully onboard and train new clients, ensure product adoption, minimise churn risk, and nurture the relationships between Sayari and its clients. By transforming our clients’ organisations through user adoption of Sayari’s suite of solutions, the CSM creates the conditions for optimal product value realisation and renewal.
JOB RESPONSIBILITIES
- Drive product adoption and retention within an existing portfolio of Sayari’s commercial and government sector clients.
- Manage onboarding, training, outreach, and communication regarding product releases, upcoming events, and training opportunities.
- Become a subject matter expert on the Sayari suite of products and services, able to communicate with users on value and brief client stakeholders on product updates.
- Coordinate with internal stakeholders to proactively address client concerns and ensure maximum return on investment.
- Monitor account health through usage metrics and intervene as needed.
- Work with the Account Management team to foster a collaborative account team that drives retention, deepens partnerships, and ensures client value is fully realized.
REQUIRED SKILLS AND EXPERIENCE
- 7-12 years of experience working in Customer Success, Account Management or Implementation, preferably with a SaaS company
- Experience with data, analytics, or business intelligence product offerings
- Managing multi-stakeholder engagements and handling complex enterprise customers (+$3m ARR in book of business)
- Building deep understanding of customer needs to facilitate long-term partnerships driving account growth
- Having worked across European customers base
- Foundation of data literacy and ability to interpret and use data to drive decision making
