Customer Success Manager

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

📋 Description

• Manage a portfolio of intricate customer relationships and act as the main point of accountability for the overall customer experience.

• Handle escalations concerning support, billing, invoicing, and limitations of legacy systems.

• Collaborate with various teams to facilitate issue resolution.

• Recognize retention risks and take proactive measures to stabilize accounts while rebuilding customer confidence.

• Lead discussions with accounts that focus on clarity, progress, and future steps.

• Establish trustworthy relationships with customer stakeholders.

• Guide customers in transitioning from legacy, on-premise solutions to modern SaaS offerings.

• Identify and promote expansion and upsell opportunities that align with customer needs and platform strategy.

• Operate autonomously and make informed decisions even with limited information.

• Work collaboratively with Support, Product, Finance, Sales, and Engineering teams.

• Assist with onboarding, renewals, and ongoing engagement to ensure uninterrupted service.

⛳️ Requirements

• Over 2 years of experience in Customer Success, Account Management, or a customer-facing role within SaaS, technology, or complex B2B settings.

• Proven ability to manage dissatisfied or at-risk customers and restore their trust.

• High tolerance for ambiguity.

• Strong skills in relationship building, including the confidence to engage in difficult conversations.

• Exceptional problem-solving abilities and the capacity to manage multiple priorities at once.

• Comfort in operating independently.

• Persistence combined with a positive outlook, even in challenging circumstances.

• Excellent verbal and written communication skills.

• Bachelor’s degree in business, communications, or a related field, or equivalent experience.

• Willingness to travel up to 35%, mainly for on-site customer meetings, relationship rebuilding, and strategic engagements.

• Ability to complete Criminal Justice Information Services (CJIS) related training.

• Capability to pass a secondary FBI Level background check.

🏝️ Benefits

• Competitive salary and benefits package.

• Health, dental, and vision insurance.

• Unlimited PTO (paid time off).

• HSA and FSA options.

• 401(k) plan with matching contributions.

• Paid parental leave.

• ABLE matching contributions for the disability community.

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

• Group term life insurance.

• Financial and legal assistance through the EAP (Employee Assistance Program).

• Opportunities for professional development and career advancement.

• Chance to make a significant impact on the delivery of government services and the lives of citizens.

• Fully remote work arrangement.