Customer Success Manager || Remote

Job Title: Customer Success Manager
Location: Remote

Role Overview

As a Customer Success Manager, you will be pivotal in ensuring our clients achieve their desired outcomes using our platform. You will build and maintain strong relationships, provide strategic guidance, and serve as the primary point of contact for our clients. Your goal is to enhance customer satisfaction, drive product adoption, and minimize churn.

Key Responsibilities

• Client Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth transition.
• Relationship Management: Develop and maintain strong, long-term relationships with clients, acting as a trusted advisor and primary point of contact.
• Proactive Support: Monitor client usage and engagement metrics to identify opportunities for optimization and growth. Address potential issues before they escalate.
• Feedback Loop: Collect and analyze customer feedback to inform product development and enhancements. Advocate for customer needs within internal teams.
• Renewals and Upselling: Manage contract renewals and identify opportunities for upselling or cross-selling additional services that align with client goals.
• Collaboration: Work closely with sales, marketing, and product teams to ensure a cohesive and customer-centric approach.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 4+ years of experience in customer success, account management, or a related role, preferably within the SaaS industry.
• Proven experience in managing mid-to-large-sized accounts driving renewals, upsells, and expansion revenue.
• Strong focus on churn reduction & customer retention identifying at-risk accounts and implementing strategies to improve retention.
• Experience in working with revenue-driven KPIs increasing NRR (Net Revenue Retention) and driving customer growth.
• Understanding of API & Webhooks ability to guide customers on integrations and troubleshoot basic technical issues.
• Strong understanding of email marketing and lead generation strategies.
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple clients and projects simultaneously.
• Proficiency in CRM software and customer success tools.
• Analytical mindset with the ability to interpret customer data and metrics.
• Flexible with rotational shifts including occasional weekend availability based on business needs.

Hiring Criteria

• 4+ years of experience in Customer Success (preferably in a SaaS company).
• Proven experience in managing mid-to-large-sized accounts driving renewals, upsells, and expansion revenue.
• Strong focus on churn reduction & customer retention.
• Experience in working with revenue-driven KPIs.
• Understanding of API & Webhooks.
• Flexible with rotational shifts, including occasional weekends.