Customer Success Manager

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

📋 Description

• Assist new clients in implementing and setting up services, define success expectations and milestones, and facilitate a seamless transition into ongoing usage.

• Act as the main point of contact for a customer portfolio, proactively nurturing relationships and addressing needs.

• Create a proactive schedule to assess performance, usage, KPIs, business results, inquiries, and feedback.

• Discover opportunities to enhance adoption and ensure customers achieve measurable benefits from SAFR Guard.

• Advocate for best practices and promote increased adoption, engagement, and customer value across SAFR Guard's features and functionalities.

• Partner with technical support and product teams to address customer issues.

• Keep track of customer health, recognize engagement or adoption gaps and churn risks, and assist in retention and renewal initiatives.

• Gather customer feedback and represent the Voice of the Customer within the organization to guide product enhancements and priorities.

• Analyze and communicate customer performance, usage patterns, success milestones, and measurable achievements.

• Ensure accurate customer records and commitments are maintained in core systems.

• Examine incidents for context and relevant policies and procedures, utilizing sound judgment.

⛳️ Requirements

• Over 3 years of experience in Customer Success or Client Services, particularly with B2B SaaS solutions, is strongly preferred.

• Experience in retail loss prevention or asset protection.

• Excellent communication and interpersonal skills with a focus on customer satisfaction.

• Strong organizational abilities and diligence in documenting customer interactions, commitments, health, and outcomes.

• Proven success in executing effective onboarding, renewal, and retention strategies that yield measurable customer results.

• Capability to manage multiple customer accounts and projects concurrently.

• Comfortable collaborating with both technical and non-technical teams.

• Self-motivated individual who excels in a fast-paced, dynamic environment.

• Preferred technical aptitude.

• Remote position based in the US; candidates from the West Coast are preferred.

🏝️ Benefits

• Remote work opportunities.

• Commitment to equal opportunity employment.

• Participation in E-Verify.