Job description

Job Title: Customer Success Manager
Location: Remote (EST Time Zone)
Salary Range: up to 2000 USD

Work Schedule: Monday - Friday, 9:00 AM to 5:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

About the Company:

A fast-growing SaaS company in the renewable energy space, providing B2B software solutions for solar installers. Our software helps solar companies run and grow their business by streamlining operations, increasing brand visibility, and automating repetitive tasks. We believe in using technology to fight climate change by empowering solar businesses to scale faster and more efficiently.

Position Overview:

The Customer Success Manager will play a critical role in onboarding, training, and supporting solar installer clients, ensuring they maximize the value of our platform. This role requires an exceptionally organized and proactive individual with outstanding communication skills and the ability to manage multiple client relationships effectively. The ideal candidate will drive adoption, enhance customer experience, and ensure long-term engagement with our software.

Key Responsibilities:

Onboarding & Activation:

Guide new clients through the onboarding process, ensuring they fully integrate the platform into their operations.
Develop customized onboarding plans tailored to each clients business model and needs.
Work closely with internal teams to optimize onboarding workflows, identify bottlenecks, and improve user adoption rates.

Customer Success & Relationship Management:

Serve as the primary point of contact for clients, proactively managing relationships and ensuring they achieve success with the platform.
Track client engagement metrics and anticipate issues before they arise, providing proactive solutions.
Hold customers accountable for completing key tasks required for successful onboarding and platform adoption.
Respond promptly to customer inquiries via email, Slack, and video calls, ensuring exceptional service and support.

Process Improvement & Strategic Growth:

Identify and implement process improvements to enhance the customer experience and streamline internal workflows.
Work cross-functionally with product and development teams to relay customer feedback and contribute to continuous product enhancement.

Qualifications:

Fluent English speaker with near-perfect written and spoken communication skills (minimal accent preferred).
Experience in customer success, account management, or client relations, ideally in a SaaS or technology-driven environment.
Strong project management and organizational skills with the ability to track multiple client relationships simultaneously.
Experience using CRM software (preferably HubSpot), Google Docs/Sheets/Slides, and communication tools like Slack, Google Meet, and Zoom.
Ability to work independently, take initiative, and hold customers accountable for following through on tasks.
Proactive problem solver with a keen ability to identify gaps and drive improvements.

Nice to Haves:

Technical experience with domain registrars (DNS setups) for custom hostnames and email domain verification.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and an introductory video in English format.

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