[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Inriver is hiring a Senior Customer Success Manager to serve as the trusted operational partner and product expert for larger customers. The role drives platform adoption, customer value, retention, and growth through relationship ownership, hands-on guidance, risk mitigation, and collaboration across internal teams.

Responsibilities

• Own the ongoing relationship for a portfolio of customers as their primary point of contact, trusted advisor, and internal advocate
• Act as a hands-on Inriver Super User/product expert, confidently guiding customers through the platform’s features and everyday tasks so they can work independently
• Take ownership of the customer relationship after Go-Live and drive platform adoption as the core measure of success, translating each customer’s goals into Success Plans with measurable milestones, reviewed through regular Business Reviews
• Proactively identify and mitigate account risk to prevent churn, and recognize expansion opportunities, partnering with Account Management ahead of renewals and growth conversations
• Act as the voice of the customer internally, feeding adoption blockers and product feedback back to Product and Support
• Stay up to date on industry trends and share relevant knowledge, including through best practice sessions and walkthroughs
• Stay informed on escalations and technical issues affecting your accounts, and elevate to the appropriate teams when needed

Skills

• Willingness and proven ability to become a Super User/Administrator-level expert in Inriver - or demonstrable expertise as a power user/admin in a comparable PIM, DAM, MDM, PXM, or enterprise SaaS platform
• A genuine curiosity to learn the product inside-out and sit hands-on in the platform with customers, translating their day-to-day challenges into the right way to do it in the platform
• 5–8+ years in Customer Success, Solution Consulting, application/product support, or a customer-facing SaaS role where deep product knowledge was central to the job
• Experience driving product adoption and measuring success through usage, KPIs, and value realization
• Solid grasp of product information management concepts (data models, taxonomy, enrichment, syndication, and workflows) or the aptitude to master them quickly
• Strong written and spoken English; able to present, teach, and influence at all levels of a customer organization
• Able to manage multiple accounts, track detail, follow up reliably, and take initiative in a fast-paced environment
• Bachelor's degree - or equivalent practical experience

Benefits

• Fully remote

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