CRM Engagement Specialist
TIAA
Senior Customer Success Manager
Field Nation
full-time
Posted on:
Location: Arizona, California, Colorado, Florida, Illinois, Kansas, Kentucky • 🇺🇸 United States
Visit company websiteSalary
💰 $85,000 - $100,000 per year
Job Level
Senior
About the role
- Drive customer retention, adoption, and growth by understanding success metrics and delivering value across the customer lifecycle.
- Build strong customer relationships through regular touch points (cadence calls, training, Executive Business Reviews) and by sharing best practices.
- Understand customer KPIs, uncover business needs, and deliver tailored solutions and training based on personas, industry, and company size.
- Act as a trusted advisor by maintaining deep knowledge of customer industries, product features, benefits, and contract details.
- Proactively monitor customer health, prioritize initiatives, and manage multiple customer projects to address pain points and improve outcomes.
- Identify and qualify upsell or expansion opportunities, leading solution discussions with decision-makers, managers, and frontline users.
- Advocate for customers internally by sharing business requirements, enhancement requests, and representing Customer Success in GTM launches and VOC processes.
Requirements
- 5+ years of experience in customer success, account management, solution architecture, or business analysis, with a track record of driving customer growth through value delivery.
- Strong expertise in business transformation, organizational change management, and influencing C-level stakeholders with measurable results.
- Skilled in leading large-scale programs and collaborating across internal and external cross-functional teams.
- Hands-on approach with strong problem-solving, prioritization, and time management skills in fast-paced environments.
- Proficient in Salesforce/CRM tools, Google Workspace, and Excel; committed to core values of customer focus, collaboration, courage, and resilience.
- Employment is contingent on passing a pre-employment background check. Your written consent will be obtained prior to a background check being performed.
