Senior Customer Success Manager

Ideagen • Fort Lauderdale, FL

3d • Hybrid

About The Position

If you’re looking for a Customer Success role where you mainly reset passwords and email out “helpful links,” this isn’t it.We’re Ideagen — a global leader in Governance, Risk and Compliance — and our customers trust us with the systems that keep their organisations safe, compliant and operational. They expect expertise, clarity, and a partner who genuinely understands their world. That’s where you come in. We’re hiring a Senior Customer Success Manager to work with our most strategic customers — the ones with complex environments, high stakes, and equally high expectations.This isn’t a support role. It’s a strategic one.

Requirements

• Experience in Customer Success, Consulting, Account Management or a similar enterprise‑focused role.
• A track record of managing large, complex, multi-million-dollar portfolios.
• Experience with SaaS, digital transformation and enterprise rollouts.
• Strong financial and analytical skills — from value modelling to presenting business cases.
• Industry exposure in areas like healthcare, life sciences, government, utilities, manufacturing or financial services.
• The ability to think strategically, communicate clearly, and operate calmly under pressure.

Nice To Haves

• MBA, PMP, or experience with SDLC, Agile/Scrum, SQA or enterprise architecture

Responsibilities

• Building trusted relationships with executives and senior stakeholders.
• Leading multi‑product, multi‑region implementations without losing sight of commercial objectives.
• Running structured success plans and Executive Business Reviews that demonstrate clear ROI.
• Identifying risk early, managing escalations confidently and constructively.
• Driving growth opportunities where they genuinely support customer outcomes.
• Coordinating internal account teams to ensure the customer journey is joined‑up and proactive.
• Keeping meticulous documentation in Salesforce (we actually do look at it).

Benefits

• Hybrid work from our downtown Fort Lauderdale office
• 25–30% travel for strategic customer engagements
• A senior role, leading the way
• The opportunity to influence product direction and participate in customer advisory boards
• A seat at the table in a business where customer outcomes genuinely matter

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed