Customer Success Manager

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

📋 Description

• Manage a portfolio of commercial accounts within the mid-market and enterprise sectors.

• Oversee the entire customer lifecycle from onboarding to renewal.

• Identify risks of churn and opportunities for growth at scale.

• Take ownership of renewals, ensuring they are closed on time and for multiple years.

• Provide proactive support and customer service as a trusted advisor.

• Drive initiatives for product adoption, retention, and growth.

• Promote active product usage by driving relevant use cases.

• Maintain account intelligence in Salesforce and leverage customer data for engagement strategies.

• Collaborate with Sales to identify upsell opportunities and align renewal strategies.

• Work with Customer Experience to implement scalable portfolio-management approaches utilizing customer experience and marketing automation.

• Engage cross-functionally to resolve customer issues and support growth opportunities.

• Represent customer feedback internally to enhance offerings and experiences.

• Analyze complex challenges and devise innovative solutions within established guidelines.

⛳️ Requirements

• Over 5 years of experience in customer success, consulting, or technical pre-sales within a SaaS or high-tech environment.

• A Bachelor's degree is required.

• Proficient in Salesforce and Microsoft Office applications.

• Ability to align customer business processes with product capabilities.

• Proven track record in developing and implementing customer-centric strategies to maximize technology solution value.

• Experience in managing multiple account engagements and coordinating escalations with Sales and Support teams.

• Strong interpersonal and communication skills for engaging with executive stakeholders.

• Excellent negotiation and decision-making abilities, underpinned by a data-driven approach.

• Capacity to identify and capitalize on growth opportunities.

• Exceptional program management skills, creative problem-solving abilities, business acumen, and analytical aptitude.

• Ability to work independently, take initiative, and succeed in a fast-paced environment.

• Cultural awareness and appreciation for diversity in professional environments.

🏝️ Benefits

• Flexible time off and annual leave.

• Four additional “YOU” days off each year.

• Generous parental leave policies.

• Work from overseas policy applicable in approved cities.

• Discounted private health insurance plans.

• Company-sponsored volunteering days.

• Nearmap subscription.