P3P3 — Mid-Level Professional
Mid
Senior Customer Success Manager: Experienced individual contributor managing larger or more complex accounts.
What this level means
Fully competent professional; works independently on standard projects
- Scope
- Features or a sub-system end-to-end
- Autonomy
- Works independently on standard work; reviewed on the non-standard
- Complexity
- Diverse problems; adapts existing approaches
- Impact
- Project / team outcomes
- Decision rights
- Owns implementation decisions for own scope
- Leadership
- Mentors juniors informally
- Typical experience
- 3–5 yrs
What you'd do
- Conducts strategic Quarterly/Executive Business Reviews
- Develops account success plans
- Drives upsell discussions
- Conduct business reviews
- Develop success plans
- Engage in upsell discussions
Skills, knowledge & tools
- Strategic planning
- Account success planning
- Upselling
- Data analysis
- Cross-functional collaboration
- Communication
- Problem-solving
- CRM proficiency
- Strategic account management
- Business review processes
- Data analysis techniques
- Upselling strategies
- Cross-functional collaboration
- Communication strategies
- CRM systems
- Organizational procedures
- Strategic thinking and planning
- Cross-functional collaboration
- Data-driven decision making
What good looks like
- 3–5+ years of customer success, account management, or related experience
- Proven track record of meeting retention/renewal targets
- Bachelor's degree in Business or related field
- Advanced CRM skills
What it pays
Market-pay benchmarks for this family × level are being recalibrated across all survey sources and will return shortly.
O*NET / SOC: 43-0000 — Office & Administrative Support Occupations (inferred)