The Senior Client Success Manager drives client engagement, satisfaction, renewals, and account growth for CourseLeaf SaaS customers. Responsibilities include managing client relationships, supporting adoption, resolving escalated issues, developing success plans, identifying upsell opportunities, gathering feedback, and coordinating with Support, Product, Marketing, Sales, and Finance. The role also contributes to customer success strategy, performance measurement, product improvements, and company-wide customer feedback initiatives.

Provides Tier-2 technical support for CourseLeaf software clients, including troubleshooting, configuration changes, milestone processing, patches, upgrades, ticket resolution, documentation, and client education. The role manages assigned client accounts, coordinates with internal teams, communicates issue updates, and supports implementation handoffs. It may also provide backup Tier-1 coverage, office duties, and occasional weekend or holiday support.