Senior Customer Success Specialist Overview At VisionTrack we are seeking an experienced and strategic Senior Customer Success Manager to own a portfolio of Enterprise accounts. You will act as a trusted advisor to senior stakeholders, driving long-term adoption, renewals, and measurable ROI. This role is central to protecting and growing our most strategic relationships by ensuring customers realise value, remain engaged, and become advocates for our solutions. Key Responsibilities Lead onboarding and implementation for Enterprise customers, ensuring seamless deployment and executive stakeholder alignment. Deliver tailored training programs for Enterprise customers (onsite workshops, virtual sessions, and “train-the-trainer” models). Partner with customer leadership to embed training into their internal processes, ensuring adoption across multiple sites/regions. Build a library of enterprise-focused training collateral to support consistent global adoption. Own customer success for a defined portfolio of Enterprise accounts with a focus on renewals, retention, and expansion influence. Deliver strategic account success planning and support Account Managers with regular business reviews (QBRs) to demonstrate ROI and value. Act as a voice of the customer internally, influencing product roadmap, support, and operational improvements. Track and report success metrics: renewal rate/value, churn, adoption, NPS/CSAT, and advocacy creation. Drive advocacy programs by securing case studies, testimonials, and references from Enterprise accounts. Skills & Experience Significant experience in delivering customer training, including workshops, executive sessions, and scaled training programs. Strong ability to build executive-level relationships and influence senior stakeholders. Proven track record of delivering structured success plans and measurable ROI. Exceptional presentation, facilitation, and negotiation skills. Skilled at managing complex onboarding, integrations, and adoption programs. Experience leading QBRs and executive business reviews. Data-driven, with ability to link adoption to measurable customer outcomes. Excellent written and verbal communication skills.