Customer Success Manager

Overview

Job Description

Responsibilities

• - Facilitate the transition out of implementation to go-live
• - Manage a portfolio of clients and make certain 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

Required Skills

• - 2-3 years experience in a Mid-Market/Enterprise SaaS Customer Success role
• - Experience with Zendesk and Salesforce are a huge plus
• - Based anywhere within North America
• - 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

Benefits

• - Remote work
• - Inclusive work environment
• - Encouragement for people from underrepresented groups in tech to apply