Senior Customer Success Manager

About the job

Our client is a rapidly growing SaaS company seeking a highly motivated and results-oriented Senior Customer Success Manager to join their fully remote team. This role is pivotal in ensuring our clients achieve their desired outcomes while using our innovative software solutions. You will be the primary point of contact for a portfolio of key accounts, responsible for building strong relationships..., driving product adoption, and maximizing customer retention and expansion. Responsibilities: • Manage a portfolio of high-value customers, proactively engaging to understand their business objectives and challenges. • Develop and execute tailored success plans to ensure customers maximize the value derived from our SaaS platform. • Drive product adoption and usage through effective onboarding, training, and ongoing support. • Monitor customer health metrics, identify at-risk accounts, and implement proactive retention strategies. • Identify opportunities for upselling and cross-selling based on customer needs and business goals. • Act as the voice of the customer internally, providing feedback to product, sales, and marketing teams. • Conduct regular business reviews (QBRs) with key stakeholders to demonstrate value and strategic alignment. • Troubleshoot and resolve customer issues effectively and efficiently. • Contribute to the development of customer success best practices and resources. This is a fully remote position, offering the flexibility to work from anywhere. We are looking for individuals who are proactive, empathetic, and possess a strong understanding of SaaS business models and customer success principles. The ability to build rapport, influence stakeholders, and navigate complex customer environments is crucial. You will be joining a collaborative and supportive team dedicated to empowering our customers' success. This is an exciting opportunity to grow your career in a thriving tech company. Qualifications: • Bachelor's degree in Business, Marketing, or a related field. • Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within the SaaS industry. • Proven track record of managing complex client relationships and driving customer retention and growth. • Excellent communication, presentation, and interpersonal skills. • Strong understanding of SaaS products and the customer success lifecycle. • Ability to analyze data, identify trends, and develop data-driven strategies. • Proactive problem-solver with strong negotiation and conflict-resolution skills. • Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero). • Self-motivated and able to thrive in a remote, fast-paced environment.

Requirements

• Customer Success
• Account Management
• SaaS Knowledge

Qualifications

• Bachelor's degree in Business
• Marketing or a related field
• 5+ years of experience in Customer Success

Preferred Technologies

• Customer Success
• Account Management
• SaaS Knowledge

About the company

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