Customer Success Manager

📋 Description

• Cultivate and sustain robust relationships with key stakeholders within client accounts, serving as a trusted advisor to assist clients in maximizing the effectiveness of our CX platform, thereby ensuring long-term satisfaction and value realization.

• Manage the complete post-sale lifecycle for assigned accounts, which includes facilitating timely contract renewals, implementing retention strategies, and mitigating churn risks.

• Recognize and act upon opportunities for upselling and cross-selling within existing client portfolios. Utilize a deep understanding of clients’ business needs alongside our product offerings to deliver customized solutions.

• Employ client data and analytics to monitor account health, identify opportunities, and develop strategies that enhance customer success. Keep track of key success metrics (e.g., adoption rates, usage patterns) to proactively tackle potential challenges and boost renewal likelihood.

• Collaborate across sales, product, and support teams to meet customer needs and provide exceptional service. Identify new contacts and departments within existing accounts to broaden product adoption and customer engagement.

• Represent the voice of the customer within the organization. Collect feedback and relay customer needs and insights to product, sales, and marketing teams to inform product development and marketing strategies.

⛳️ Requirements

• 4-7 years of experience in customer success, account management, or client-facing sales roles with direct responsibility for renewals, retention, and expansion within a SaaS B2B environment.

• Customer-Centric Mindset: Proven ability to forge long-lasting relationships with clients, anticipate their needs, and deliver value-added solutions. Comfortable working consultatively to advise on business process enhancements through technology, with a comprehensive understanding of customer pain points and the ability to navigate complex client relationships.

• Revenue Growth Expertise: Demonstrated success in identifying upsell and cross-sell opportunities, with a solid understanding of how to leverage customer relationships to drive revenue growth and achieve KPIs.

• Communication Excellence: Proven ability to communicate effectively across all organizational levels, including C-suite executives, both verbally and in writing. You should be clear, concise, and persuasive in your communication style.

• Resilience & Motivation: Proven capacity to excel in a fast-paced environment, manage multiple priorities, and consistently deliver results while maintaining a positive, proactive attitude.

• Team Collaboration: You thrive in collaborative environments, working cross-functionally to ensure clients have a seamless experience. You contribute to the overall team success and provide insights into best practices for customer engagement.

🏝️ Benefits

• Excellent healthcare package for you and your family

• Savings and Investment – 401(k) match

• Unlimited Paid Time Off

• Paid Parental Leave

• Online Legal Services (Rocket Lawyer)

• Financial Planning Services (Origin)

• Discounted Pet Insurance (Embrace Pet Insurance)

• Corporate Benefit Program (Working Advantage). This program offers you exclusive travel and entertainment offers and special discounts that are not available to the general public

• Health and Wellness Reimbursement Program

• Travel Discounts

• Educational Resources - Career & Personal Development Program

• Employee Referral Bonus Program

• We are a merit-based company - providing numerous opportunities to learn, excel, and advance your career!