Title: Customer Success Manager

Time: Full Time (North American hours)

Industry: Software as a Service (SaaS)

Compensation: $3,500/m USD

The Role:

As a Customer Success Manager, you will play a crucial role in maintaining long-term customer relationships by providing exceptional service and consultative support. This position involves driving growth through contract renewals, identifying additional product needs, and promoting adoption and advocacy.

Scope

• Knowledge: Developing professional expertise, applying company policies and procedures.
• Complexity: Moderate scope; analysis of various factors; judgment within defined practices.
• Supervision: Collaborates with management on strategies, receives general routine instructions, detailed new project guidance.

Essential Duties

• Client Onboarding: Ensure smooth transitions from presale to post-sale customer success.
• Relationship Management: Serve as the primary contact throughout the customer lifecycle.
• Proactive Communication and Documentation: Conduct regular calls and meetings; maintain CRM records.
• Customer Retention: Monitor health metrics; develop plans to mitigate churn risk.
• Revenue Growth: Identify upsell and cross-sell opportunities; ensure positive net revenue retention.
• Contract Negotiation and Renewals: Manage renewal cycles end-to-end, ensuring customer satisfaction.
• Customer Outcomes: Develop Customer Success Plans; help customers achieve their goals.
• De-escalation: Address critical client issues with urgency.
• Customer Feedback: Collect and analyze feedback to inform product improvements.
• Data Analysis: Use customer data to provide actionable insights.
• Advocate Identification: Identify customers for testimonials and case studies.

Knowledge and Abilities

• Strong written and verbal communication skills.
• Excellent organizational and detail-oriented skills.
• Ability to build and maintain customer relationships.
• Analytical and goal-oriented mindset.
• Ability to recognize upsell and expansion opportunities.
• Experience with contract negotiations and renewals.
• Proficiency in G-Suite, Salesforce, and/or Churnzero.

Education and Experience

• 4-year degree or equivalent experience.
• 1-2 years in customer success or account management in SaaS or software.

Competencies

• Open Communication: Anticipates workflows and deadlines; defines expectations; drives issues to conclusion.
• Execution & Management: Manages workflows and deadlines; ensures timely completion of tasks.
• Business Acumen: Promotes the company as a “winning team”; understands customer motivations; stays informed on industry developments.
• Adaptability: Flexible and resilient; adapts communication styles to audience needs.
• Empathy: Understands different perspectives; practices active listening.
• Motivation: Willing to learn; sets goals; seeks opportunities; is optimistic and self-driven.

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