Customer Success Manager – Channel Partners

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

📋 Description

• Achieve outstanding NPS/CSAT scores, as well as goals related to retention, churn and contraction mitigation, renewals, and expansion through effective territory management.

• Mentor and train partners’ Customer Success Managers to excel in customer success initiatives.

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

• Support partner Customer Success Managers with inquiries related to policy and licensing.

• Contribute to the establishment of best practices in Customer Success.

⛳️ Requirements

• Minimum of 5 years of experience in SaaS or ERP, preferably in Sales, Implementation, or Support roles.

• Must be located in the USA.

• Exceptional oral and written communication skills.

• Ability to work efficiently and effectively within a telecommuted, predominantly distributed company environment.

• Capable of listening, asking questions, building consensus, de-escalating situations, and resolving complex problems.

• Experience in coaching and mentoring Customer Success Managers.

• Proven track record in high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion efforts.

• Strong passion for enhancing customer satisfaction and making informed business decisions.

• Ability to learn and disseminate new software, processes, and policies.

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

• Detail-oriented and organized.

• Proficient in engaging effectively with C-level executives in organizations with over 100 employees.

• Skilled at managing tense situations and guiding them towards effective resolution.

• Competent in handling diverse workloads and prioritizing tasks effectively.

• Willingness to contribute to the success of the overall team.

🏝️ Benefits

• Eligibility for annual bonuses for specific roles.

• Stock options available for certain positions.

• Sales incentives based on revenue or utilization for designated roles.

• Medical, dental, and vision insurance provided for US-based employees and their dependents.

• Employer-covered Short-Term and Long-Term Disability insurance.

• Employer-funded Basic life insurance.

• 401(k) plan with company matching contributions.

• Flexible time off policy.

• Sick and safe leave benefits.