Customer Success Manager

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

📋 Description

• Manage a dedicated portfolio of approximately 10 to 12 customer accounts, including a blend of established clients and new accounts currently in onboarding.

• Take responsibility for Net Revenue Retention (NRR) and ensure that the value promised during pre-sales is effectively realized after implementation.

• Oversee customer onboarding and the implementation of the Paccurate platform, from the initial handoff to testing and final launch.

• Foster ongoing customer engagement through regular check-ins, product updates, and business reviews to enhance Customer Satisfaction (CSAT) and promote long-term loyalty.

• Act as a product expert, offering thorough training to customers on the Paccurate platform and its complete range of products.

• Skillfully manage and resolve customer issues, transforming challenges into positive and successful experiences.

• Identify and capitalize on upsell opportunities within the customer base to support NRR objectives.

⛳️ Requirements

• At least 3 years of experience in Customer Success, Technical Account Management, Customer Support, or similar customer-facing relationship roles.

• Demonstrated ability to cultivate and expand customer relationships through proactive monitoring of customer health, early risk identification, and anticipation of customer needs.

• Outstanding problem-solving skills, including the capacity to accurately diagnose complex technical issues, devise effective solutions, and consistently drive positive outcomes for customers.

• A consultative, sales-focused mindset, with experience in identifying, positioning, and closing upsell or expansion opportunities within an existing account base.

• Strong collaborative, interpersonal, and communication skills, essential for effective cross-functional partnerships across all Paccurate teams.

• Solid technical proficiency, with the ability to independently troubleshoot product and integration challenges.

• Excellent time and project management abilities, with the capacity to efficiently manage a demanding portfolio of multiple customer accounts, especially during concentrated, high-touch periods like onboarding and go-live.

• Previous experience in SaaS and/or the supply chain industry.

🏝️ Benefits

• Competitive compensation

• Equity

• Comprehensive health benefits

• 401K Match

• Meaningful opportunities for growth and development

• Flexibility that comes with WFH