Customer Success Manager

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

📋 Description

• Serve as the advocate for the customer: Your main focus will be to enhance customer satisfaction, retention, and growth. You should grasp the customers' business goals and align them with Influ2's solutions.

• Function as a trusted advisor: Cultivate and sustain trust-based relationships with our esteemed customers. This encompasses proactive engagement, active listening, and empathy. Additionally, act as a reliable resource for their inquiries, concerns, and strategic conversations related to Marketing and Sales practices.

• Convert complex concepts into actionable steps: Clearly communicate intricate ideas and adjust your communication style for various audiences, ranging from mid-level personnel to C Suite executives.

• Uncover essential insights: Examine customer data and metrics to discover trends, insights, and opportunities for enhancement.

• Exhibit technical proficiency: You will become a subject matter expert by thoroughly understanding the product. Effectively identifying issues, troubleshooting, and providing customers with solutions for resolution will be crucial in this position.

• Ensure timely project and milestone delivery: You may need to oversee multiple customer accounts simultaneously, making strong organizational and project management skills vital for prioritizing tasks, establishing deadlines, and managing customer expectations.

• Collaborate with Sales, Marketing, and Product Development teams: You will closely coordinate with cross-functional teams across different time zones to align objectives, share customer insights, and drive collective efforts to achieve customer success.

• Engage in on-site customer visits: Occasionally, you will meet with customers on-site to enhance relationships, lead Executive Business Reviews (EBRs), deliver presentations, and facilitate strategic discussions.

⛳️ Requirements

• 3+ years of experience in a Customer Success or Account Management position, preferably in a B2B SaaS setting.

• Knowledge of retention metrics, including the planning and forecasting of renewals and expansions 6+ months ahead, understanding their impact on key metrics, preparing pricing proposals and contracts, and monitoring personal retention performance.

• Demonstrated experience supporting customers based in the US.

• Practical experience with BI tools (e.g., Looker, Tableau) and CRM platforms (e.g., Salesforce, HubSpot).

🏝️ Benefits

• Become part of an innovative team with a flat organizational structure.

• Enjoy remote work flexibility with no fixed hours—work when and where it suits you best.

• Take advantage of an Unlimited Vacation policy to maintain a healthy work-life balance.

• Benefit from generous Parental Leave and well-structured PTO and leave policies.

• Access a comprehensive health package that includes medical, dental, and vision coverage designed to support you.