Customer Success Manager

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

📋 Description

• Comprehend and monitor customer strategies and challenges; align Espresa’s Platform with their internal objectives and desired outcomes to enhance insights and value.

• Cultivate and sustain robust relationships with key stakeholders and administrators to promote satisfaction, loyalty, and long-term success.

• Collaborate with the Implementation team during onboarding to guarantee a seamless customer transition, and autonomously lead customer-facing projects post-launch as necessary to encourage adoption and milestone achievement.

• Establish success criteria and deliver customized recommendations to foster platform adoption, engagement, and ROI.

• Work alongside Account Managers on account strategy to develop cross-functional relationships, pinpoint upsell opportunities, and assist with contract renewals.

• Conduct training sessions and create resources to empower customer teams to maximize platform adoption and value; act as a product advocate by relaying customer feedback and use cases to internal teams to guide product development.

• Acquire extensive platform expertise to customize solutions to customer requirements, address inquiries effectively, and proactively identify product gaps or enhancement opportunities that influence customer outcomes.

• Manage various aspects of the platform on behalf of customers throughout their journey, as needed.

⛳️ Requirements

• 5+ years of experience in Customer Success, Account Management, or similar roles within a SaaS or technology environment, preferably supporting HR customers or benefits programs.

• Demonstrated ability to drive customer adoption, achieve measurable results, and build strong relationships with medium to large organizations.

• Outstanding communication, project management, and interpersonal skills, with experience in monitoring KPIs, analyzing customer sentiment, and providing actionable insights.

• Proactive in recognizing and addressing challenges, with a strategic focus on operational efficiency and customer success.

• Quick to learn and thoroughly understand complex software platforms, capable of guiding customers through configuration, troubleshooting, and best practices; a genuine interest in how product decisions influence customer experience is a bonus.

• Comfortable leading discussions on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA).

• Proven ability to independently manage customer-facing projects, overseeing timelines, stakeholders, and deliverables to accomplish defined outcomes.

• Proficient in Microsoft Excel, including advanced functions like pivot tables and VLOOKUP for generating and analyzing customer reports and insights.

• Bachelor’s degree preferred or equivalent work experience.

• Preference for candidates located in the Eastern or Central time zone.

🏝️ Benefits

• Competitive compensation and benefits.

• Opportunities for career growth and professional development.

• A collaborative and innovative work environment.

• Comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.