Pyramid Consulting Group, LLC ยท 1 day ago
Senior Customer Success Manager
Melville, NY
Full-time
Hybrid
Senior Level
$100K/yr - $110K/yr
7+ years expPyramid Consulting Group, LLC is a retail SaaS provider seeking a Senior Customer Success Manager to join their team in Long Island. This role involves managing client relationships, driving product adoption, and identifying opportunities for expansion and renewal within a B2B SaaS environment.
ConsultingHuman ResourcesInformation TechnologyStaffing Agency
Hiring Manager
Elizabeth Georgiadis
Responsibilities
Serve as the primary point of contact for a named portfolio of mid-market to enterprise retail clients
Conduct regular client meetings to assess business challenges, technology usage, and evolving needs, and provide strategic recommendations
Own client retention and develop strategic account plans for each assigned customer
Lead planning and execution of in-person client visits and Quarterly Business Reviews (QBRs)
Partner closely with internal teams (Product, Support, Engineering, Sales, and Leadership) to ensure delivery on client commitments
Maintain a detailed understanding of all open support tickets and product issues for assigned clients; proactively escalate and manage issues as needed
Clearly communicate issue status, timelines, and solutions to clients with confidence and accuracy
Drive adoption of client's products, modules, and new features; identify gaps in usage and recommend solutions
Identify expansion opportunities including add-on features, upsells, and contract renewals; initiate these conversations and partner with leadership to execute
Gather and synthesize client feedback to inform product improvements and internal stakeholders
Maintain thorough documentation of all client interactions, issues, plans, and outcomes
Qualification
Required
7+ years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment
Experience working directly with retail clients; experience supporting mid-market to enterprise customers is essential
Proven ability to manage complex, high-value client relationships
Strong communication and presentation skills; comfortable leading executive-level conversations
Highly organized with a strong appreciation for detailed documentation and process rigor
Demonstrated ability to operate autonomously and solve problems end-to-end rather than simply escalating
Comfort discussing technical concepts and software functionality, even without a formal technical background
Ability to perform under pressure, manage competing priorities, and adapt quickly to change
Bachelor's degree or equivalent professional experience
Benefits
Incentive pay
Discretionary bonuses
Comprehensive benefits package
Company
Pyramid Consulting Group, LLC
Driving growth through strategic talent partnerships.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Allyson Goodman
Founder & CEO
Company data provided by crunchbase