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Customer Success Manager
Espresa
posted 8hr ago
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Key skills for the job
Job Description
- Lead seamless onboarding and implementation processes, managing timelines and deliverables to meet customer objectives.
- Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI.
- Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals.
- Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value.
- Provide expertise on tailoring the platform to customer needs and resolve inquiries effectively.
- Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.
- Understand and track customer strategy and challenges; align Espresa s Platform with their internal narrative and desired outcomes to maximize insights and value.
- Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success.
Experience :
- 5+ years in Customer Success, Account Management, or similar roles within a SaaS or technology environment, ideally supporting HR customers or benefits programs.
- Proven ability to drive customer adoption, achieve measurable outcomes, and build strong relationships with medium to large organizations.
- Exceptional communication, project management, and interpersonal skills, with experience monitoring KPIs, analyzing customer sentiment, and providing actionable insights.
- Proactive in identifying and resolving challenges, with a strategic perspective on operational efficiency and customer success.
- Quick to learn complex software applications, with the ability to guide customers through setup and troubleshooting.
- Comfortable steering conversations on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA).
- Project management experience and/or experience managing multiple projects with separate stakeholders at once.
- Proficient in Microsoft Excel, including advanced functions such as pivot tables and VLOOKUP to generate and analyze customer reports and insights.
Employment Type: Full Time, Permanent
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