Senior Customer Success Manager

Who you are

• 4 -6+ years of professional experience in Customer Success or Account Management, with a proven track record of managing a strategic portfolio
• Recognised as a "Vertical Expert"
• Ability to travel 20% of time
• Possess the technical acumen to navigate complex conversations around data integrations, APIs, and AI-driven market intelligence solutions
• Ability to identify the 5% of users who drive the majority of sentiment and influence within an account, focusing on high-level business outcomes over basic feature adoption
• Excellent communication skills with a demonstrable track record for collaborating internally in a cross-functional environment and onsite with customers
• A natural leader who thrives in fast-paced environments and is committed to contributing to the "AlphaSense Playbook" through mentorship and internal innovation

What the job involves

• As a Senior Customer Success Manager (Sr. CSM) at AlphaSense, you will be the strategic lead for our most complex and high-value accounts within the Corporate sector.
• You are responsible for navigating multi-million dollar global organisations and driving long-term ROI through technical group/individual training while ensuring company-wide adoption across multiple business units.
• You will manage a concentrated portfolio of strategic accounts, remaining at the forefront of product and Corporate vertical expertise, while scaling your impact across the organisation through account strategy, leadership and innovation
• Strategic Account Influence: Navigate and influence multiple business units and key power users across the world largest and most complex global organisations. Create a groundswell of positive user sentiment to drive renewals and expansion with Senior Leadership
• Architect Deep Adoption & Value Realization: Synthesise complex usage into actionable insights. Design multi-quarter adoption roadmaps in tandem with your Account Management peers that align AlphaSense capabilities with business objectives
• Onboarding & Ongoing Training: As an expert on the product, you will guide new clients through onboarding, training, and best-practice adoption to ensure a strong foundation, both virtually and in person
• Technical & Domain Mastery: Independently lead sophisticated technical conversations regarding Managed Content Providers (MCP), APIs, and Large Language Models (LLMs) with technical stakeholders and platform owners
• Executive Presence & Communication: Command virtual and in-person rooms with executive presence, and leverage powerful, strategic follow-ups as a tool to drive adoption and link AlphaSense to specific Senior Leader business objectives
• Solo On-Site Leadership: Fully own high-stakes, multi-day on-site engagements and lead customer "Lunch & Learns,’’ tailoring presentations to diverse user groups and core personas using our WWH (Why, What, How) framework
• Company Innovation: engage in cross-functional initiatives outside the standard CSM scope, such as product feedback loops, hiring committees, mentorship programs and process innovation to improve team efficiency

Benefits

• Work from home opportunities