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Senior Customer Success Manager - West

The Senior Customer Success Manager (CSM) has a leadership role in the development and execution of customer success programs with the goal of exceptionally high customer satisfaction which will result in increased renewal rates and customer acquisition of additional products and services.  The Senior CSM is a role model within the Customer Success Department for ensuring that they and other CSMs are promoting customer adoption of Brainshark products, expanding the use of Brainshark products to other users and departments, promoting and creating awareness of other use cases for Brainshark and overall customer satisfaction for an assigned set of existing customers.



  • Manages a portfolio of up to 40 strategic/enterprise accounts
  • Acts as the customer advocate within Brainshark throughout the entire lifecycle of a customer account following the initial sale
  • Skilled at building relationships with key decision makers within an account
  • Responsible for nurturing assigned account base into long-term strategic referenceable partnerships while increasing customer adoption of solutions 
  • Proactive customer contact and on-site visits to perform product refresh sessions, Health Checks, EBRs, and Best Practice sessions and other events to promote customer adoption and usage of Brainshark products and services (~30% Travel)
  • Will provide consistent communication stream of Brainshark customer marketing activities that are applicable to all or some of the assigned client base.
  • Map strategic solutions, utilizing Brainshark products, to solve customer business problem Guide customers in organizational behavior change activities to promote the use of Brainshark within a group and across an enterprise 
  • Clarify product features and solutions as needed and required to increase customer adoption of solutions and improve customer satisfaction
  • Collaborate and strategize across teams, including, but not limited to Sales, Renewals, Support, Implementation, and Product Management
  • Observes and supports implementation of products, make recommendations of best practices according to use case
  • Promote the Brainshark company strategy and offerings to assigned accounts
  • Meet/Exceed defined customer satisfaction goals as measured
  • Daily tracking and reporting for all customer activities Sound understanding of general business principles and concepts.
  • Ability to communicate complex issues and thoughts in an easy to understand way


  • Mentor at least one CSM or ACSM
  • Provide direct guidance, feedback, and instruction to mentee(s)
  • Provide leadership to the Customer Success Department
  • Assist CS Managers providing on-boarding and on-going training for CS team members


  • At least 5 years in the role of Customer Success Manager or equivalent title
  • Proven, exceptional Customer Success skills
  • Sales Enablement/Sales Readiness principles (a plus)
  • Knowledge of Brainshark's competitive landscape (a plus)
  • Strong leadership abilities across departments
  • Excellent project management, planning, and organizational skills
  • Excellent verbal and written communication skills
  • Excellent organization, motivation, leadership and interpersonal skills
  • Ability to track and report in Salesforce & Gainsight (a plus)
  • Ability to multi-task and prioritize issues in a complex environment
  • Ability to collaborate well with internal and/or external partners
  • Positive Attitude and Desire to Work with Customers
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