Customer Success Manager

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

📋 Description

• Act as a trusted advisor for current customers within your assigned region, driving revenue growth while nurturing lasting relationships.

• Perform regular customer check-ins to align product capabilities with desired outcomes, enhance feature usage, and suggest subscription upgrades.

• Facilitate discovery calls, product demonstrations, and consultative discussions with existing accounts.

• Assist new customers with onboarding and platform adoption, pinpointing opportunities to maximize value through additional services.

• Collaborate with a broad existing customer base to reduce churn and enhance value.

• Propel recurring revenue by identifying expansion opportunities and upselling to current customers.

• Evaluate account performance and provide actionable growth recommendations.

• Re-engage dormant customers through proactive outreach, relationship development, and recognizing upsell or cross-sell opportunities.

• Monitor and report on pipeline, account activity, and key metrics that contribute to revenue growth.

• Collect and relay customer feedback, insights, and feature requests to support product and marketing initiatives.

• Work collaboratively with internal teams to ensure a seamless customer experience and meet business objectives.

⛳️ Requirements

• A Bachelor's degree in Business, Marketing, or a related discipline.

• Several years of experience in a Customer Success or customer service role, ideally within a B2B SaaS environment, demonstrating a history of enhancing customer retention and satisfaction.

• Proficient in written and verbal English and Spanish.

• Excellent communication skills and a commitment to delivering an exceptional customer experience.

• Proven ability to manage multiple accounts, drive growth, retain customers, and expand business prospects.

• Organized, self-motivated, and equipped with strong analytical and problem-solving abilities.

• Comfortable working independently in a dynamic environment.

• Goal-oriented mindset with the determination to pursue sales opportunities.

• Experience in the coffee industry or familiarity with Cropster’s market is an advantage.

• Familiarity with CRM platforms such as HubSpot or Salesforce is beneficial.

• Understanding of technical SaaS products and subscription-based models.

• Willingness to travel occasionally (up to 15%) for industry events and customer meetings.

🏝️ Benefits

• Medical, dental, and vision health plans.

• Employer-provided HRA.

• 401k with employer contribution.

• Budgets for education and wellbeing.

• Professional development opportunities.

• Remote work and home office options.

• Very flexible working hours without core hours.

• Paid time for volunteer work.

• Access to mental health support.

• Discounts on high-quality coffee.