Customer Success Manager – Channel Partners

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

📋 Description

• Achieve outstanding NPS/CSAT scores.

• Manage retention, mitigate churn and contraction, facilitate renewals, and meet expansion objectives through effective territory management.

• Coach and mentor our partner’s Customer Success Managers (P-CSMs) to excel in customer success.

• Take ownership of customer escalations and coordinate with various departments to ensure final resolution.

• Assist P-CSMs with inquiries related to policies and licenses.

• Contribute to the development of Customer Success best practices.

⛳️ Requirements

• Over 5 years of experience in SaaS or ERP, ideally in Sales, Implementation, or Support roles.

• Exceptional oral and written communication skills, facilitating seamless interactions.

• Demonstrated ability to work efficiently in a remote environment, as our company is predominantly distributed.

• Proficient in listening, posing questions, building consensus, de-escalating issues, and resolving ambiguous challenges.

• A passion for coaching and teaching others to excel as customer success managers.

• Experience in high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion strategies.

• Strong commitment to enhancing customer satisfaction and making informed business decisions.

• Enthusiasm for learning new software, processes, or policies, and sharing that knowledge with others.

• Quick learner, resourceful, self-directed, and capable of working independently.

• Detail-oriented and organized.

• Ability to interact effectively with C-Level executives in companies with 100+ employees.

• Skilled in managing high-pressure situations and guiding them to effective resolutions.

• Proficient in handling diverse workloads and prioritizing tasks efficiently.

• Thrives in a dynamic work environment that is continuously evolving and fast-paced.

• A collaborative team player, eager to contribute to the overall success of the team.

🏝️ Benefits

• Healthcare benefits, including medical, dental, and vision insurance for you and your dependents.

• Employer-paid Short-Term/Long-Term Disability and Basic life coverage.

• 401(k) plan with company matching contributions.

• Flexible time off policy.

• Sick and safe leave.