Customer Success Manager

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

📋 Description

• Develop and nurture robust relationships with key stakeholders within client accounts.

• Serve as a trusted advisor, helping clients to utilize the CX platform for optimal results.

• Oversee the post-sale lifecycle for designated accounts.

• Ensure timely contract renewals, implement retention strategies, and minimize churn risks.

• Identify and pursue upselling and cross-selling opportunities within existing client portfolios.

• Leverage client data and analytics to monitor account health and customize customer-success strategies.

• Track adoption rates, usage patterns, and other key success metrics.

• Collaborate across departments, including sales, product, and support teams.

• Identify new contacts and departments within current accounts to enhance product adoption.

• Collect customer feedback and relay customer needs to product, sales, and marketing teams.

⛳️ Requirements

• 4-7 years of experience in customer success, account management, or client-facing sales positions.

• Direct accountability for renewals, retention, and expansion in a SaaS B2B context.

• Proven ability to cultivate enduring client relationships and deliver value-added solutions.

• Consultative mindset for advising on business process enhancements through technology.

• In-depth understanding of customer challenges and adept at managing complex client relationships.

• Proven success in identifying upsell and cross-sell prospects.

• Proficient in utilizing customer relationships to foster revenue growth and achieve KPIs.

• Strong communication skills with the ability to engage effectively at all organizational levels, including C-suite executives, both verbally and in writing.

• Capability to manage multiple priorities and consistently achieve results in a fast-paced environment.

• Experience working collaboratively in cross-functional team settings.

🏝️ Benefits

• Comprehensive healthcare package for you and your family.

• Savings and investment options, including a 401(k) match.

• Unlimited Paid Time Off.

• Paid Parental Leave.

• Access to Online Legal Services (Rocket Lawyer).

• Financial Planning Services (Origin).

• Discounted Pet Insurance (Embrace Pet Insurance).

• Corporate Benefit Program (Working Advantage), providing exclusive travel and entertainment offers as well as special discounts.

• Health and Wellness Reimbursement Program.

• Travel Discounts.

• Educational Resources - Career & Personal Development Program.

• Employee Referral Bonus Program.

• Numerous opportunities for learning, excelling, and advancing your career.