Senior Customer Success Manager

Manages customer engagement and account success activities to drive adoption, utilization, engagement, retention, and growth. Develops scalable digital customer success programs, onboarding journeys, customer education initiatives, and automated engagement campaigns. Uses customer data, product telemetry, behavioral analytics, and integrated platforms (CRM, LMS, product analytics) to identify opportunities, personalize experiences, measure program effectiveness, and optimize customer outcomes. Partners cross-functionally with Customer Success, Product, Engineering, Marketing, Analytics, and Sales to translate customer needs into technical requirements, workflows, integrations, and automation. Monitors account health, delivers training, supports customer onboarding, identifies upsell opportunities, and serves as a primary customer relationship contact.

Primary Responsibilities

Serves as the primary point of contact for users within an existing client in the field, focusing on increasing users, usage, engagement and renewals.

• Establishes long-term relationships with customers and identifies up-sell opportunities.
• Proactively monitors account health and crafts engagement strategies.

Trains and supports assigned accounts to maximize utilization of Bloomberg Industry Group products, including on-boarding training of new employees to client firms.

Helps clients set up alerts, dashboards, and more.

Collaborates closely with Relationship Partners to define account-specific strategies and identify additional sales and growth opportunities for existing clients.

Participates in special projects and performs other duties as assigned.

Job Requirements

Knowledge of assigned market (e.g. law firms, tax & accounting, corporations) preferred.

Proven ability to prioritize accounts and manage multiple projects and activities to meet business’ objectives and deadlines.

• Strong analytical, organizational and interpersonal communication skills.
• Ability to travel to within assigned territory.

Education and Experience

Bachelor’s degree with coursework in business, marketing, sales or related field; or equivalent experience.

10+ years of successful sales or account management experience in a business environment comparable to Bloomberg Industry Group.

Prior Account Management experience is preferred.

Equal Opportunity

Bloomberg Industry Group maintains a continuing policy of non-discrimination in employment. It is Bloomberg Industry Group’s policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law (“Protected Characteristic”). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics (“Discrimination”).