Client Success Manager

This is a fully remote position, open to applicants in Connecticut, +16 more states.

📋 Description

• Act as the main point of contact for both new and existing clients.

• Provide advice and support to clients during the software implementation process.

• Ensure that clients embrace the software and appreciate its business benefits to encourage long-term retention.

• Serve as the single point of accountability for client projects and act as an escalation contact for internal and external teams.

• Oversee client onboarding to ensure successful outcomes and expedite time to value.

• Engage with client stakeholders to comprehend business goals and objectives.

• Collaborate with the Business Analyst to identify solutions for client requests and outline project approaches.

• Develop Statements of Work (SOWs) and project plans aligned with project milestones.

• Monitor and facilitate the completion of work requests while scheduling deployments to client sites.

• Address issues and obstacles through effective communication, information gathering, and requirement clarification.

• Manage project communications for stakeholders and team members involved in the project.

• Identify and manage project risks in collaboration with clients.

• Promote early adoption by establishing KPIs and success metrics.

• Cultivate client relationships, assess satisfaction levels, and educate clients on new features.

• Recognize upselling opportunities, expansions, and renewals within existing customer relationships.

• Project sales forecasts and deal values.

• Keep management apprised of developments within major accounts.

⛳️ Requirements

• Candidates must reside in one of the following states: CT, FL, GA, IL, KS, MI, NC, NE, NJ, NY, OH, PA, TN, TX, VA, OR, WA, LA.

• Bachelor’s degree in Sales, Business Administration, or a related field; or equivalent experience is required.

• Prior experience in a customer-facing role, such as customer success, account management, sales, or consulting.

• Preferably, experience in Customer Success within a SaaS environment.

• Experience in SaaS software sales is a plus.

• Strong communication skills, both oral and written.

• Proficient in recognizing needs and devising solutions to problems.

• Ability to process information logically.

• Effective time management and prioritization skills to meet tight deadlines.

• Capability to follow instructions and established methods or techniques to ensure client success.

• Proficient in active listening and able to empathize with clients to build supportive and trustworthy relationships.

• Ability to deliver high-quality presentations.

• Skilled in persuading others to alter their opinions or behaviors.

• Adept at bringing people together and negotiating effectively.

• Proven ability to work both independently and collaboratively in a team setting.

• Quick learner of new technologies.

🏝️ Benefits

• Bonus