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The Senior Customer Success Manager (Sr. CSM) is responsible for owning the success and long-term value of the organization’s most strategic and complex customer relationships. This role focuses on driving measurable outcomes, program adoption, and sustained engagement .
The Sr. CSM builds trusted advisor relationships with senior and executive stakeholders , proactively guiding clients to maximize the value of their commuter benefits programs. Working strategically with customers, the Sr. CSM identifies objectives , develops action plans, anticipates risks, and uses data and insights to ensure clients are achieving and exceeding their desired outcomes. The Sr. CSM also serves as a product advocate for the client, ensuring their needs and feedback inform ongoing product improvements and enhancements.
Partnering closely with a dedicated Account Manager who owns the commercial relationship, the Sr. CSM owns overall program health, employee adoption, and engagement. The role emphasizes proactive leadership, cross-functional collaboration, and accountability for retention, value realization, and client satisfaction across the most complex and high-impact accounts.
Essential Functions: Duties and Responsibilities
Build, execute, and maintain quarterly success plans aligned to each client’s business objectives , outcomes, and success metrics.
Monitor usage data, engagement trends, and customer health indicators to proactively identify risks, declines in engagement, and renewal concerns.
Identify , escalate, and resolve complex client issues with urgency, clarity, and executive-level professionalism.
Lead structured Quarterly Business Reviews (QBRs) that connect client goals, platform data, program outcomes, and actionable recommendations.
Coordinate cross-functional teams, including Implementations, Support, and Product, to deliver on client commitments and ensure a seamless customer experience.
Required Skills/Abilities:
Education and Experience:
Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
Affirmative Action/ EEO Statement:
Edenred is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. Edenred is an Equal Opportunity/Affirmative Action Employer. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, creed, citizenship status, age, marital status and/or any other Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities.
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