Customer Success Manager - job 1 of 2
Invested RelationshipsFiscal PrudenceCandid ConversationsWHAT YOU’LL DO:
- Become a product expert including the technical knowledge and practical business applications
- Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
- Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
- Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
- Keep customers informed of process and procedural changes
- Manage resolution of escalated customer issues
- Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements
YOUR QUALIFICATIONS:
- 3+ years of customer-facing type experience or equivalent with a track record of service excellence and best practices
- Success managing customer relationships at a software or SaaS company
- Proactive approach with a demonstrated capability to identify and mitigate risk
- Experience working across multiple, internal teams to resolve customer issues quickly and effectively
- Previous experience with tech companies, specifically SaaS solutions
- Excellent communication skills (writing, listening, phone)
- A team player capable of high performance and flexibility working in a dynamic environment
Average salary estimate
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