Customer Success Manager (Remote, US)

Role Overview

The Customer Success Manager will serve as a day-to-day partner and trusted advisor to customers, driving retention, strengthening customer relationships, and helping clients achieve continued value from the organization’s products and services.

What You Will Do

Manage and grow relationships with a portfolio of customers, drive customer adoption, engagement, and long-term value, monitor customer health, and proactively address customer questions, concerns, and escalations.

Why It Might Be a Fit

The ideal candidate will be a data-driven decision maker with a track record in driving customer engagement and loyalty, and will have experience working in a B2B client-facing account management, support or project management role, preferably involving SaaS.

Requirements

• 4+ years working in a B2B client-facing account management, support or project management role, preferably involving SaaS
• Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software.
• Able to identify risks and opportunities and understands what actions to take in these scenarios.
• Successfully identifies and catalogs champions within customer accounts.
• Appropriately leverage internal channels to seek guidance on more difficult customer circumstances.
• Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization.
• Track record in driving customer engagement and loyalty.
• Innovative thinking and bias for action balanced with a strong customer and quality focus.
• Persuasive communicator with both clients and internal company teams and staff.
• Intellectually robust and agile, with the ability to make quick decisions as needed.
• Self-confidence matched with a willingness to collaborate and successfully engage with colleagues.
• Exceptional communication, presentation, and relationship management skills – deep cross-functional collaboration is required.

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Day 1 access to a robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program

Tagged as: Data Analysis, Project Management