Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Gain a thorough understanding of Together's mentorship software and implement best practices for software deployment to initiate mentorship programs.

• Handle employee data and various file formats such as CSV, Excel, and basic HRIS data that facilitate program setups, including CSV and Excel documents as well as basic HRIS information.

• Utilize tools like SSO, Outlook/Gmail Calendars, Slack, and Teams to implement programs and address day-to-day technical issues, either independently or collaboratively.

• Enhance product adoption and seat utilization throughout the contract duration by collaborating with Account Management in Quarterly Business Reviews (QBRs) that demonstrate measurable progress towards clients' business objectives.

• Minimize churn and maximize contract value by ensuring clients recognize ongoing benefits, making renewals a straightforward choice, and generating referrals and sales-qualified leads (SQLs) through client advocacy.

• Provide knowledgeable and prompt responses to customer inquiries to establish credibility and trust.

• Work in partnership with customers, Account Management, and product managers to resolve issues effectively.

• Articulate strategy, reasoning, and progress to both the team and external stakeholders.

• Assist teammates with their projects, document team training sessions and best practices, and contribute to enhancing the Customer Success function.

• Engage in recruiting, performance evaluations, performance management, promotions, and career development in collaboration with your manager.

⛳️ Requirements

• 2-4 years of experience in B2B SaaS Customer Success, Account Management, or a similar domain, with experience in SMB + Mid Market accounts.

• Proven track record in managing a portfolio of SMB + Mid-Market accounts with clear responsibility for retention and customer results, assessed through time to value (TTV), utilization, and Gross Revenue Retention (GRR).

• Skilled in utilizing AI tools to enhance productivity, deepen customer insights, and improve the quality of customer engagement and strategic outcomes.

• Established ability to oversee onboarding and adoption processes leading to early value realization, with a history of consistently meeting on-time go-live targets.

• Strong commercial insight, with a clear understanding of how value realization influences renewals, expansions, referrals, and sales-qualified leads (SQLs).

• Experience in developing and implementing account and adoption strategies in collaboration with Account Management, including co-leading QBRs that reflect measurable advancements towards clients' business goals.

• Familiarity with software implementation best practices.

• Comfortable working with employee data and common file formats such as CSV, Excel, and basic HRIS data.

• Ability to translate technical features into business-relevant results for various stakeholders.

• Excellent stakeholder management skills, with experience engaging with senior and executive-level individuals.

• Cross-functional capabilities to document best practices and contribute to the enhancement of the Customer Success function.

• Additional preferred qualifications:

• Experience with customer success and productivity tools such as HubSpot, JIRA, and Zendesk.

• Background in mentorship, Learning & Development, HR Tech, or EdTech environments.

• Familiarity with SSO, Outlook/Gmail calendars, Slack, and Teams for resolving basic challenges.

• Experience in mentoring or coaching Customer Success Managers (CSMs) and participating in recruiting, performance evaluations, and career development.

• A proven history of generating customer referrals and SQLs through advocacy.

🏝️ Benefits

• Fully remote-first work with flexible working arrangements 🏡

• Comprehensive health and wellness benefits, including retirement savings plans, eligibility for two different bonus programs, generous time off, and extensive medical and dental coverage based on your location 🧘

• New Hire Equipment Allowance and monthly Flex Allowance to support your success 📦

• Unlimited opportunities for career advancement and internal mobility 🌱

• Employee-driven diversity, equity, and inclusion programs 🫶