Senior Account Services Manager - Massachusetts Based

Job Summary

We are looking for an experienced, customer-focused Senior Account Services Professional based in Massachusetts to join our team. This role is ideal for someone with 5-7+ years of experience in implementation, professional services, technical account management, or SaaS consulting who thrives on helping enterprise customers achieve measurable business outcomes.

The ideal candidate is a strategic advisor who enjoys educating customers, leading complex implementations, solving technical and business challenges, and managing multiple high-impact projects simultaneously. You're analytical, comfortable working with data, naturally proactive, and always thinking several steps ahead to ensure customer success. You're passionate about Customer Experience (CX), excited by SaaS technology, and curious about how AI is transforming customer engagement and business outcomes.

In this role, you'll partner with enterprise customers to design, configure, deploy, and optimize CustomerGauge solutions. You'll serve as a trusted advisor throughout implementation, driving adoption, sharing best practices, and ensuring customers achieve key business milestones while building long-term success.

If this sounds like you and you're excited to make an impact with an incredible global team, we'd love to talk.
What You'll Do

As a Senior Account Services Professional, you'll serve as a trusted implementation consultant and strategic advisor for enterprise customers, guiding them through successful onboarding, adoption, and optimization of their CX program and CustomerGauge platform.
Customer Consulting & Solution Delivery

- Lead complex enterprise implementations from discovery through launch, ensuring customers achieve successful business outcomes.

- Partner with executive sponsors and key stakeholders to understand business objectives and translate them into scalable solution designs.

- Recommend, configure, validate, and optimize platform settings based on customer requirements and best practices.

- Guide customers in interpreting dashboards, KPIs, and account health metrics, transforming data into actionable business insights.

- Advise customers on CRM integrations, SSO, APIs, automation, and other technical workflows to maximize platform value.

- Support customers in designing, testing, and launching branded survey campaigns aligned with industry best practices.

- Drive adoption by educating customers on change management, governance, and long-term program success.

Project & Program Management

- Own multiple concurrent enterprise implementations and strategic rollout projects with varying levels of complexity.

- Develop detailed implementation plans, project timelines, success criteria, and risk mitigation strategies.

- Facilitate regular executive and project status meetings, providing clear communication around milestones, dependencies, and business outcomes.

- Anticipate project risks, proactively resolve issues, and coordinate cross-functional resources to maintain momentum.

- Act as the voice of the customer by partnering closely with Strategic Account Management and Product to advocate for customer needs and continuous improvement.

Customer Education & Process Excellence

- Deliver engaging customer training sessions, and enablement programs for both business and technical audiences.

- Mentor customers on implementation best practices and long-term CX program maturity.

- Contribute to scalable customer education by developing implementation guides, playbooks, FAQs, and enablement content.

- Continuously identify opportunities to improve internal processes, implementation methodologies, and customer onboarding experiences.

Success Measures

Your success will be measured by your ability to deliver outstanding customer outcomes, including:

- Successful and timely implementation milestones

- Implementation efficiency and campaign launch success

- Customer adoption and platform utilization

- Customer satisfa