Customer Success Manager

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

📋 Description

• Manage relationships within a portfolio of SaaS clients and assist them in realizing measurable value.

• Support the onboarding process and ensure that clients achieve essential success milestones.

• Inform customers about product features, updates, and use cases to promote adoption.

• Establish trusted relationships with clients through regular check-ins and proactive communication.

• Serve as a primary contact, assisting accounts in navigating the platform and addressing inquiries.

• Track customer health scores and pinpoint opportunities to enhance satisfaction and engagement.

• Work collaboratively with Support, Product, and Engineering teams to resolve client issues.

• Elevate product bugs or feature requests and relay the outcomes to clients.

• Monitor customer activity and adoption metrics using CRM/CSP tools such as Salesforce, Clari, and Vitally.

• Assist in conducting customer business reviews and generating performance reports.

• Analyze customer behavior trends and suggest process enhancements.

• Contribute to renewal processes and identify expansion opportunities in collaboration with Sales.

⛳️ Requirements

• 2–5 years of experience in Customer Success, Account Management, Support, or a similar customer-facing role, ideally within SaaS.

• Familiarity with enterprise SaaS or EHS, sustainability, or product stewardship software is advantageous.

• Excellent communication and interpersonal abilities; capable of building rapport with a diverse customer base.

• Enthusiasm for technology and a commitment to thoroughly understanding SaaS products.

• Strong problem-solving skills with the capacity to manage multiple tasks and priorities effectively.

• Proficiency with CRM or CSP tools (e.g., Salesforce).

• Bachelor’s degree or equivalent professional experience.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Health Savings Account.

• Flexible Spending Account.

• 401(k) Retirement Plan with Company Match.

• Life and Disability Insurance.

• Critical Illness Insurance.

• Accident Insurance.

• Hospital Indemnity Insurance.

• Paid Time Off and Holidays.

• Flexible Working Schedule.

• Eligible for Variable Compensation Plan.