Customer Success Manager

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

📋 Description

• Take ownership of the complete customer success journey for mid-market and enterprise clients, encompassing onboarding, adoption, value realization, renewals, and expansions.

• Enhance gross retention and net revenue retention by managing renewals and pinpointing expansion opportunities.

• Conduct Quarterly Business Reviews with C-suite executives and senior stakeholders, connecting program results to business ROI.

• Develop and implement customer success account strategies that address adoption journeys, risk mitigation, health scoring, and growth trajectories.

• Track customer health through usage data, engagement metrics, and risk indicators.

• Recognize accounts at risk, take initial actions to resolve issues, and escalate to leadership with context and suggested next steps.

• Collaborate with Sales, Product, Professional Services, and Marketing teams.

• Serve as the internal voice of the customer to help shape products and services.

• Manage a portfolio of mid-market to enterprise clients, ensuring they derive measurable value from their investment in Perceptyx.

⛳️ Requirements

• 3–5+ years of experience in Customer Success, Account Management, or post-sales consulting within a B2B SaaS context.

• Demonstrated success in managing mid-market or enterprise accounts.

• Proven ability to cultivate relationships with both day-to-day stakeholders and senior program sponsors.

• Knowledge of renewal and expansion strategies, including upselling and cross-selling.

• Data-driven mindset with the capability to analyze usage data and convey it into a strategic narrative for clients.

• Experience with or a quick adaptability to Salesforce, Gainsight, or other customer success management platforms, along with dashboard reporting.

• Outstanding communication and presentation abilities.

• High level of autonomy and capability to excel in a dynamic, collaborative environment.

• Background in HR Tech, Employee Experience, or People Analytics.

• Familiarity with AI-driven platforms or analytics-based solutions.

🏝️ Benefits

• Voluntary recorded interviews facilitated by Metaview.ai, with the option to opt out without affecting candidacy.

• Interview recordings are utilized to document and summarize discussions, allowing hiring teams to concentrate on the conversation.

• Final hiring decisions are made by Perceptyx employees; automated tools are not the sole determinants for selection or rejection.