Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Acquire a comprehensive understanding of each customer's objectives, operations, challenges, and success metrics.

• Establish trustworthy relationships with stakeholders, ranging from small business proprietors to senior leaders in enterprises.

• Act as the primary point of contact and a reliable advisor for assigned accounts.

• Tailor communication and methods to suit each customer's specific needs and experience levels.

• Assist customers in utilizing DemandBridge’s platforms effectively by transforming product features into actionable solutions.

• Recognize and cultivate upsell and cross-sell opportunities based on authentic customer requirements.

• Detect churn risks proactively using product data, usage patterns, and customer health indicators.

• Collaborate with Sales, Professional Services, and Support to ensure a seamless experience from onboarding to renewal.

• Monitor Customer Success metrics, including product usage, NPS, CSAT, renewals, churn risk, and account expansion.

• Leverage CRM and AI-enhanced Customer Success tools to prioritize outreach and inform account strategies.

• Convey actionable customer insights to Product, Support, and Leadership teams.

• Enhance team processes, playbooks, and Customer Success methodologies.

⛳️ Requirements

• Between two to five years of experience in Customer Success, Account Management, or a similar customer-facing position, preferably within SaaS.

• Proven experience managing a portfolio that encompasses both enterprise and small to medium-sized clients.

• Established ability to build trust with stakeholders at various levels within an organization.

• Excellent communication skills with the capacity to clarify complex products or issues effectively.

• Experience in identifying and securing upsell or cross-sell opportunities.

• Strong organizational abilities and adeptness at managing competing priorities.

• Familiarity with a CRM system such as Salesforce or HubSpot.

• Confidence in utilizing data to inform decision-making.

• Prior experience with distributor software or distributor-based business models is highly preferred.

• Knowledge of Customer Success metrics such as NPS, CSAT, churn, and net revenue retention is strongly preferred.

• Experience in refining processes within a growing Customer Success team is strongly preferred.

🏝️ Benefits

• Remote work opportunities available in Canada or the United States.

• AI-driven interview tools ensure a consistent and thorough candidate experience.

• Alternative accommodations are accessible at any point in the recruitment process.

• A diverse, equitable, and inclusive work environment.

• Collaboration with Sales, Product, Support, Professional Services, and company leadership.

• An opportunity to have a direct impact on customer satisfaction, retention, and growth.

• Chance to shape Customer Success practices within a compact team.

• Opportunity to develop deep expertise in platforms that support intricate operations across various industries.