Remote Customer Success Manager (SaaS experience)

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Job Title: Remote Customer Success Manager (SaaS experience) - 100% Work From Home

Location: Remote from Latin America

Position Type: Full-time

Salary: $1,800 - 2,200 USD/month depending on experience

Schedule: Monday to Friday, 9:00am - 6:00 pm EST/EDT

Benefits: Region specific holidays and flextime (ability to work around life demands as long as tasks are getting done meeting deadlines)

Job Overview:

Our client is a leading SaaS data company. Their platform empowers website owners with valuable visitor identity insights, enabling them to access crucial information even from visitors who don't make purchases or submit forms. Their unique and fully compliant technology allows their clients to collect more first-party data and leverage plug-and-play audiences to scale their online advertising campaigns, and multi-channel retargeting, extending the LTV of each customer, and more profitability.

They’re growing month over month, and looking to expand their Customer Success team!

As a Customer Success Manager, you will play a vital role in ensuring the success and satisfaction of their valued customers. Your primary responsibility will be to build strong relationships with their clients, understand their unique needs and goals, and guide them toward maximizing the value they derive from our SaaS solution. You will be responsible for retaining customers, as well as identifying and closing growth opportunities within your accounts. You will be the main point of contact for customers, providing proactive guidance, identifying and mitigating potential issues, and ensuring overall customer success.

Responsibilities:

• Establish and maintain strong relationships with their customers, acting as their trusted advisor and advocate within the company
• Deeply understand the customer’s business objectives and challenges to identify opportunities where our clients solution can provide tailored value and drive success
• Conduct regular check-ins and proactive outreach to ensure customers are effectively using our client's services and achieving their desired outcomes
• Onboard and educate new customers, ensuring a smooth and successful implementation process
• Collaborate closely with the sales team during the pre-sales process to understand customer requirements and align expectations
• Monitor customer usage and performance metrics to identify areas of improvement or potential issues and take appropriate actions to address them
• Work closely with customers to help them understand and adopt new features
• Identify opportunities to cross-sell and upsell customers on additional solutions
• Contribute to the creation of marketing materials, education and resources to enable prospects and customers to effectively use our client's product (e.g., webinars, newsletters, blogs, videos, best practices)
• Act as the escalation point for customer concerns and issues, working with cross-functional teams to ensure prompt resolution and maintain high customer satisfaction, and mitigate churn
• Gather customer feedback and insights to inform product enhancements, feature requests, and overall product strategy
• Keep up-to-date with industry trends and best practices in customer success management, and share knowledge and expertise with the team

Day-to-Day Responsibilities:

• Manage onboarding of new customers, including kick-off calls, coordinating and validating installation, and monitoring customer setup
• Weekly dashboard review of all onboarded customers to identify potential red flags, following up as needed
• Regular (weekly for now) CS team account review
• Onboarding account status
• Review and strategize on accounts with red flags
• Consolidate and prioritize customer product needs for communication to the product team
• Monthly check-ins with each customer, starting two weeks after kickoff, including a follow-up email summarizing value and steps to increase value

Qualifications, Skills and Key Competencies:

• Bachelor's degree in business, marketing, or a related field or equivalent experience; they value diverse backgrounds and skills, so if you have relevant experience but lack a formal degree, we still encourage you to apply and showcase your expertise
• You have 3+ years of direct experience in a customer success or account management-type role, in a team setting in a SaaS environment.
• Strong understanding of customer success principles and best practices, with a track record of driving customer retention and expansion.
• Excellent written and verbal communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Technical aptitude and the ability to quickly understand and articulate the value proposition of our client's solution.
• Self-motivated, proactive, and able to work independently as well as collaboratively in a dynamic and fast-paced environment.
• Exceptional organizational skills and the ability to manage multiple customer accounts simultaneously.
• Familiarity with customer success platforms and tools (e.g., CRM systems, customer engagement software) and email marketing tools (e.g., Klaviyo, Brevo, ActiveCampaign) is a plus.

Why Join Them:

• You will be part of a rapidly growing SaaS company with proven product-market fit, providing an environment of accelerated career growth, and an ability to work cross-functionally
• Work with high-achieving, intelligent, driven, and caring people, who equally concern themselves with your career growth as well as their own
• Enjoy an autonomous environment, where you can prove you’re self-motivated, accountable, and capable
• We’re built on data-driven innovation, fostering a performance-driven environment
• We equip their team with the tools and feedback needed for excellence in their roles
• We strive to maintain a diverse, inclusive and equal workplace where each employee experiences healthy challenges, leading to a sense of value and empowerment

Other Benefits:

• You’ll receive an industry competitive compensation package. We value you and what you bring to the table and want you to feel it from day 1.
• 100% fully remote work environment. We fully trust the people we hire to complete the tasks required from them, and we welcome you to work wherever you work best, so long as you can work North American hours.
• Unlimited PTO. When working, we work hard, but we fully recognize and value recharge time. Take the time you need off so you can come back ready to contribute again.
• Individualized career development, rewards and recognition. Eager to learn new skills? Transition to a new department? Our team is ready to support your career dreams.