Senior Customer Success Manager

Job description

Job responsibilities

• Coordinate closely with the team to ensure every customer interaction, question, and request is handled promptly, professionally, and to the highest standard of customer experience.
• Serve as the primary point of contact for assigned customers — owning introductions, ongoing communications, and meeting cadences from onboarding through active project execution.
• Own the customer onboarding process end-to-end, ensuring agreements, intake materials, and information packages are completed accurately and on time.
• Proactively identify and resolve risks across the customer journey (e.g., contractual obligations, training, material orders, site validations) to keep projects on schedule.
• Collaborate closely within the Customer Success team to organize and coordinate internal cross functional handoffs across Sales, Training, Design, Material Operations, Site Support, and Engineering Services for smooth…
• Ensure ICON’s centralized customer tracking system, HubSpot, accurately reflects each account’s journey stage and key commitments, giving leadership a reliable view of account health.
• Serve as the internal point of contact for tracking customer status, surfacing blockers and gaps, and escalating to the Director of Customer Success with clear context and recommended next steps.
• Gather status updates from cross-functional teams to keep customer-facing commitments accurately reflected internally.

Job requirements

• Bachelor's degree in Business, Operations, Engineering, Architecture or a related field.
• 8+ years of experience in customer-facing roles, account coordination, project coordination, or operations support.
• Exceptional organizational skills with a demonstrated ability to manage and track multiple concurrent accounts or projects without losing detail.
• Strong written and verbal communication skills, able to synthesize complex, multi-stage operational information into clear, concise updates for leadership.
• Proficiency with CRM tools (e.g., HubSpot) and/or project management platforms (e.g., Asana, Monday.com, Jira, Notion); ability to build and maintain structured tracking systems.
• Ability to work cross-functionally and gather status updates from multiple teams in a fast-paced, dynamic environment.
• High attention to detail and discipline around documentation, even when underlying processes are still being defined.
• Self-starter mentality with the ability to identify what needs to be tracked and organized, even when the system doesn't yet exist.