Customer Success Manager - job 2 of 2

Location: Boston, MA (Remote)About Us:This company is passionate about delivering innovative Software as a Service (SaaS) solutions that transform the way businesses operate. They build cutting-edge products streamline operations, enhance productivity, and drive growth for companies of all sizes. They’re on a mission to empower our clients with the tools they need to succeed and are looking for a dynamic Customer Success Manager to join our team and make an impact.Role Overview:As a Customer Success Manager, you will be the primary point of contact for their valued clients, ensuring they achieve their desired outcomes with the software. You’ll work closely with clients to understand their needs, provide guidance on best practices, and drive adoption of the solutions. Your goal will be to foster long-term relationships, promote customer satisfaction, and contribute to the mission of delivering exceptional value.Key Responsibilities:• Client Onboarding: Guide new clients through the onboarding process, ensuring a smooth transition and successful implementation of their software.• Relationship Management: Develop and maintain strong relationships with clients, serving as their trusted advisor and main point of contact.• Customer Training: Conduct training sessions and webinars to educate clients on product features, functionalities, and best practices.• Issue Resolution: Proactively identify and address client concerns or issues, working closely with support and engineering teams to provide timely solutions.• Account Growth: Identify opportunities for upselling and cross-selling additional features or services that align with clients’ needs and business goals.• Feedback Loop: Gather and relay client feedback to our product and development teams to help drive continuous improvement and innovation.• Reporting: Monitor and report on key customer metrics, including product usage, satisfaction, and engagement levels.Qualifications:• Experience: Minimum of 5 years of experience in a customer success, account management, or related role within a SaaS environment.• Skills: Strong interpersonal and communication skills with the ability to build relationships and influence others.• Technical Acumen: Familiarity with SaaS products and the ability to quickly grasp technical concepts and convey them to non-technical clients.• Problem-Solving: Excellent problem-solving skills with a proactive and solution-oriented approach.• Organizational Skills: Strong organizational and multitasking abilities, with attention to detail and the ability to manage multiple client accounts effectively.• Education: Bachelor’s degree in Business, Marketing, Computer Science, or a related field is preferred.What We Offer:• Competitive Salary: Attractive compensation package based on experience.• Benefits: Comprehensive health, dental, and vision insurance, 401(k) with company match, and generous paid time off.• Growth Opportunities: Opportunities for professional development and career advancement.• Flexible Work Environment: Options for remote work and flexible scheduling.• Supportive Culture: A collaborative and inclusive team environment where your contributions are valued.Customer Success ManagerLocation: Boston, MA (Remote)Key Responsibilities:• Client Onboarding: Guide new clients through the onboarding process, ensuring a smooth transition and successful implementation of their software.• Relationship Management: Develop and maintain strong relationships with clients, serving as their trusted advisor and main point of contact.• Customer Training: Conduct training sessions and webinars to educate clients on product features, functionalities, and best practices.• Issue Resolution: Proactively identify and address client concerns or issues, working closely with support and engineering teams to provide timely solutions.• Account Growth: Identify opportunities for upselling and cross-selling additional features or services that align with clients’ needs and business goals.• Feedback Loop: Gather and relay client feedback to our product and development teams to help drive continuous improvement and innovation.• Reporting: Monitor and report on key customer metrics, including product usage, satisfaction, and engagement levels.Qualifications:• Experience: Minimum of 5 years of experience in a customer success, account management, or related role within a SaaS environment.• Skills: Strong interpersonal and communication skills with the ability to build relationships and influence others.• Technical Acumen: Familiarity with SaaS products and the ability to quickly grasp technical concepts and convey them to non-technical clients.• Problem-Solving: Excellent problem-solving skills with a proactive and solution-oriented approach.• Organizational Skills: Strong organizational and multitasking abilities, with attention to detail and the ability to manage multiple client accounts effectively.• Education: Bachelor’s degree in Business, Marketing, Computer Science, or a related field is preferred.What We Offer:• Competitive Salary: Attractive compensation package based on experience.• Benefits: Comprehensive health, dental, and vision insurance, 401(k) with company match, and generous paid time off.• Growth Opportunities: Opportunities for professional development and career advancement.• Flexible Work Environment: Options for remote work and flexible scheduling.• Supportive Culture: A collaborative and inclusive team environment where your contributions are valued.Posted By: Michael Couhig