Customer Success Manager
Manage a portfolio of mid-market SaaS customers, leading onboarding, driving adoption, conducting QBRs, and supporting renewals and expansions to maximize retention and satisfaction.
About the job
What You’ll Do
- Onboard new customers: Lead mid-market customers through a seamless onboarding process, aligning on goals and ensuring strong adoption.
- Monitor health and engagement: Regularly track customer health metrics and proactively address risks to ensure long-term success.
- Build relationships: Maintain regular touchpoints with key stakeholders and decision-makers to strengthen relationships and deliver value.
- Customer education: Conduct virtual training sessions, share best practices, and introduce new features to maximize product utilization.
- Conduct business reviews: Lead quarterly or semi-annual business reviews to recap progress, address challenges, and align on future goals.
- Drive renewal and growth: Partner with the Account Management team to support renewal conversations and identify expansion opportunities.
- Advocate for customers: Serve as the voice of the customer, providing feedback to Product, Sales, and Marketing to improve the overall experience.
- Collaborate cross-functionally: Work with internal teams to resolve issues, implement solutions, and deliver a consistent customer journey.
- Process Creation: Help create and standardize customer success best practices.
What We’re Looking For
- Experience: 3+ years in customer success, account management, or a similar customer-facing role, preferably with mid-market customers.
- Industry knowledge: Background in SaaS or technology, with experience managing customer accounts ranging from $10K-$100K ARR.
- Customer focus: Passion for understanding customer needs and aligning solutions to deliver measurable outcomes.
- Relationship-building: Strong communication and interpersonal skills, with the ability to connect with a wide range of stakeholders.
- Proactive mindset: Self-starter with excellent problem-solving skills and the ability to manage multiple priorities effectively.
- Data-driven: Comfortable using data to track customer health, measure success, and inform decision-making.
- Tools expertise: Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms is a plus.
- Methodologies: Comfort with QBRs/ABRs, health checks, account mapping and other common customer success processes.
Skills
Salesforce, HubSpot, CRM, QBRs, Account Mapping, Customer Health Tracking, Customer Onboarding, Business Reviews, Data Analysis, Account Management
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