Customer Success Manager
Manage a portfolio of mid-market and enterprise SaaS customers as a trusted advisor. Drive onboarding, product adoption, issue resolution, and renewals while monitoring account health to minimize churn.
About the job
What You’ll Be Doing
- Facilitate the transition out of implementation to go-live
- Manage a portfolio of clients and ensure a high level of satisfaction with the product is achieved
- Create a plan to ensure client success
- Conduct regular meetings with clients to make recommendations on using the product and future product enhancements to provide continuous success in business processes
- Provide best practice recommendations, expert-level application support and assist in solving point-in-time challenges
- Work with product development and technical support to resolve customer issues/concerns
- Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks
- Experience conducting virtual meetings with internal and external customers
- Travel may be required
What We Are Looking For
- 3-6 years experience in a Mid-Market/Enterprise SaaS Customer Success role
- Experience with Zendesk and Salesforce are a huge plus
- Role requires proficiency with macOS and comfort working fully remotely using tools such as Slack, Google Workspace, and Zoom
Nice to Haves
- Effectively prioritizes, multitasks, and engages with customers
- Effective at leading and facilitating meetings ranging from admin/owners to executive level
- Strong communication skills; you pride yourself on being personable, concise and compelling communicator - in writing, in conversation and in front of an audience
- Empathy, diplomacy, and poise under pressure when working through customer concerns
- Put team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharing
Compensation & Transparency
For US-based employees, the cash base compensation range for this role is $110,000 - $130,000 (OTE $130,000 - $155,000). We set standard ranges for all US roles based on function, level, and geographic location, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise.
Skills
Customer Success, SaaS, Zendesk, Salesforce, macOS, Slack, Google Workspace, Zoom
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