Talently
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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