Senior Customer Success Manager

Inspired Thinking Group (ITG)

. Guide clients through every stage of their post-sales journey with ITG’s technology solutions.

Posted 11/5/2026full-timeNashville • Tennessee • United StatesSenior💰 $90,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technology customer service and project management, with a strong focus on client adoption, satisfaction, and retention. Proven ability to analyze client data and implement best practices to enhance the customer experience.

Highest-signal resume keywords

Technology Customer Service ExperienceProject Management SkillsClient Relationship ManagementData Analysis and ReportingTraining and Onboarding Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementClient OnboardingData AnalysisSolution ImplementationProduct Configuration

Soft Skills

Exceptional Communication SkillsHighly OrganizedCollaborativeDetail OrientedEmpathetic Attitude

Tools & Technologies

MondayPlanhatAsanaJiraReporting Dashboards

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

SaaSMarTechClient AdvocacyCustomer RetentionAccount Growth

About the role

Key responsibilities & impact

Guide clients through every stage of their post-sales journey with ITG’s technology solutions.
Serve as the primary relationship owner and trusted advisor.
Deliver consultative onboarding, project management, tailored training, and proactive account management.
Develop an understanding of client business objectives and align ITG solutions with desired outcomes.
Collaborate with account management and product development teams.
Oversee onboarding coordination, solution implementation, and product configuration.
Deliver hands-on training, monitor adoption and engagement trends, and identify opportunities to improve client experience.
Act as the client advocate by facilitating issue resolution and ensuring timely, effective support.
Drive client adoption, satisfaction, and retention through discovery and onboarding.
Participate in installation activities, train clients, oversee project management, and troubleshoot product challenges.
Analyze client usage and results data to create and implement best practices.
Coordinate ITG resources to provide client product support.
Improve customer service experience and facilitate organic growth.
Manage client satisfaction using client input, KPIs, or net promoter score.
Identify opportunities for testimonials and case studies.
Collaborate with sales on pilot customers, renewals, and expansion opportunities.
Present to key stakeholders.
Maintain client communications about adoption trends, user sentiment, success stories, and best practices.
Represent the client voice in sales processes and product roadmap decisions.

Requirements

What you’ll need

5+ years of experience in technology customer service, ideally with agency/ SaaS experience.
3+ years managing enterprise or strategic accounts with demonstrated success driving customer retention and account growth.
Retail, agency, or MarTech industry experience preferred.
Strong technical and non-technical project management.
Bachelor’s degree preferred.
Exceptional communication skills, highly organized, collaborative and detail oriented.
Proven experience providing support to customers or providing training on company products.
Demonstrated success in utilizing reporting tools such as Monday, Planhat, Asana, Jira and other reporting dashboards.
Ability to translate product value to both technical and non-technical audiences.
Empathetic, positive attitude with a desire to help our clients reach their goals.
Ability to solve complex problems and offer appropriate advice, support and solutions.
Naturally inquisitive mindset, proactively asking thoughtful questions to understand challenges, uncover root causes, identify opportunities for improvement, and explore better ways of working.
For US based roles, eligibility is electronically verified through E-Verify.

Benefits

Comp & perks

Unlimited PTO after 90-days of employment
10 paid holidays plus your birthday off
Comprehensive benefits including medical, dental, vision
401k with employer matching (after 1 year of service)
Referral bonus for bringing great talent to the organization
A savings discount plan on entertainment, hotel stays, travel, shopping, and more!