Hybrid Senior Customer Success Manager, Team Lead

Posted 5 days ago

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About the role

  • Build and maintain strong, proactive relationships with customers, helping them realize measurable value and success with Coviance.
  • Lead by example — implementing and maintaining standard practices for the Customer Success team’s day-to-day work.
  • Serve as the dedicated CSM for a portfolio of 50–100 customers through all phases of the journey — from onboarding to long-term engagement.
  • Create success plans that define customer goals, success metrics, and recommended strategies.
  • Partner cross-functionally with Sales, Product, Implementation, and other internal teams to ensure seamless customer transitions and experiences.
  • Monitor account health, identify trends or risks, and proactively act to improve retention and satisfaction.
  • Deliver webinars, training, and educational sessions to help customers fully leverage Coviance’s solutions.
  • Share customer feedback and insights to help influence product roadmap and service improvements.
  • Identify opportunities for additional value and service expansion.

Requirements

  • 3+ years of supervisory experience leading a team of 3+ CSMs
  • Customer Success experience in a software or SaaS environment
  • Superior written, verbal, and presentation skills — you’re a natural communicator and relationship builder.
  • Strong organizational and problem-solving abilities with a passion for helping customers succeed.
  • Comfort in a fast-paced, evolving environment with multiple priorities.
  • Proficiency with MS Office (Excel, Word, PowerPoint) and CRM tools.

Benefits

  • A people-first culture built on collaboration and innovation
  • Opportunities to make a tangible impact — on both our customers and our growing CSM team
  • Room to grow your career in a supportive, forward-thinking environment

Job title

Senior Customer Success Manager, Team Lead

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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