Customer Success Manager

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

📋 Description

• Attain exceptional NPS/CSAT scores, customer retention, reduction of churn, mitigation of contraction, renewals, and expansion objectives through proficient territory management.

• Mentor and instruct partner Customer Success Managers (P-CSMs) to thrive in customer success.

• Take ownership of customer escalations and collaborate with various departments until resolution is achieved.

• Support P-CSMs with inquiries related to policies and licenses.

• Contribute to the establishment of Customer Success best practices.

⛳️ Requirements

• Over 5 years of experience in SaaS or ERP, ideally in Sales, Implementation, or Support roles.

• Must be based in the USA.

• Exceptional oral and written communication abilities.

• Capable of working efficiently in a telecommuted, predominantly distributed setting.

• Proficient in listening, questioning, building consensus, de-escalating situations, and resolving ambiguous challenges.

• Experienced in high-stakes account management, subscription renewals, churn/contraction reduction, and growth strategies.

• Skilled in coaching and training others to succeed as customer success managers.

• Driven by a passion for enhancing customer satisfaction and making informed business choices.

• Eager and able to learn new software, processes, and policies while sharing that knowledge.

• Quick to learn, resourceful, self-motivated, and capable of independent work.

• Detail-oriented with strong organizational skills.

• Competent in effectively engaging with C-level executives from companies with over 100 employees.

• Skilled at managing high-pressure situations and guiding them to effective outcomes.

• Proficient in handling varied workloads and prioritizing tasks efficiently.

• Willingness to contribute to the overall success of the team.

🏝️ Benefits

• Eligibility for annual bonuses for select roles.

• Stock options available for certain positions.

• Sales incentives based on revenue or utilization for designated roles.

• Comprehensive healthcare benefits for US-based employees, including medical, dental, and vision coverage for employees and their dependents.

• Employer-funded short-term and long-term disability insurance.

• Employer-paid basic life insurance coverage.

• 401(k) plan with company matching contributions.

• Flexible time-off policies.

• Sick and safe leave provisions.

• Opportunities for professional and financial growth.

• Commitment to work/life balance.

• Remote work environment in a distributed company.