Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as the main point of contact for a portfolio of customer accounts.

• Cultivate strong, lasting relationships with customers.

• Create account plans that align with customers' regulatory programs and departments.

• Recognize cross-selling opportunities and connect customers with Sales for closure.

• Promote higher-tier packages, SaaS-to-Usage conversions, and additional functionalities or services.

• Manage the renewal process to ensure timely renewals and reduce churn.

• Build and sustain expansion and renewal pipelines in HubSpot.

• Accurately forecast renewal and expansion revenue.

• Engage with senior stakeholders to secure executive sponsorship.

• Conduct regular account reviews with operational and senior stakeholders.

• Serve as a trusted advisor and deliver customized solutions.

• Identify and market professional services, including tailored training, managed services, and program optimizations.

• Work alongside Services to scope, price, present, and transfer service projects.

• Monitor active projects to ensure alignment and successful delivery.

• Advocate for customer needs and provide insights to product and support teams.

• Identify opportunities for case studies and customer success narratives.

• Ensure prompt resolution of escalated issues.

• Analyze account performance, recognizing trends, risks, and areas for improvement.

• Track customer interactions, renewal schedules, and account plans using HubSpot and Claude.ai.

• Contribute to discussions and workshops regarding customer success strategies.

• Collaborate with product, support, services, and marketing teams.

• Provide structured feedback for product development and process enhancements.

• Participate in workshops to refine health scores and account plans.

• Document best practices, workflows, and customer insights.

• Utilize CRM and other tools to streamline account management activities.

⛳️ Requirements

• Over 3 years of experience in account management, customer success, or a similar role.

• Experience in the SaaS or compliance industries is preferred.

• Strong interpersonal and communication abilities.

• Capacity to establish trust and rapport with customers and stakeholders.

• Proven track record of achieving revenue and retention goals through strategic account management.

• Experience in identifying and selling professional services, along with managing handoffs to delivery teams.

• Analytical mindset.

• Proficient in using CRM tools such as HubSpot for tracking and reporting.

• Ability to manage multiple accounts and prioritize effectively in a fast-paced environment.

• Preferred: experience in GovTech or SaaS serving public-sector customers, like municipalities, utilities, or government agencies.

• Preferred: familiarity with water or wastewater compliance programs or similar regulatory fields.

• Preferred: experience in developing and executing account strategies, including upsell and cross-sell opportunities.

• Preferred: understanding of customer health metrics and customer lifecycle management.

• Must be a citizen or permanent resident authorized to work in the US or Canada.

• Must successfully pass a background check.

• SwiftComply is currently unable to sponsor visas.

🏝️ Benefits

• Medical, dental, and vision insurance with an FSA or HSA option.

• Complimentary life insurance plan.

• 401(k) with pre-tax / Roth options and matching contributions.

• Remote work flexibility.

• US$1000 stipend for home office setup.

• Unlimited time-off policy.

• Parental leave.

• Initiatives focused on equity, diversity, and inclusion.