Customer Success Manager

We are looking for a motivated and experienced Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis. Our ideal candidate will be responsible for engaging and managing relationships with our clients, ensuring their satisfaction with our product and services, and driving revenue & retention. Very importantly, you will act as the key support and technical escalation point.

Responsibilities

• Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution
• • Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
  • • Act as the key point of technical and support escalation
    • • Proactively identify opportunities to upsell and crosssell our services, and work with the Sales team to close new business
      • • Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
        • • Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
          • • Build relationships with crossfunctional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the companys NPS
            • • Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements

              • Requirements

                • Bachelors degree in business, marketing, or related field
                • • 3+ years of experience in a customer success or professional, clientfocused account servicing role, preferably within a SaaS business
                  • • Outstanding execution and product demonstration abilities
                    • • Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
                      • • Excellent problemsolving skills, with the ability to identify and resolve complex issues
                        • • Demonstrated ability to manage multiple projects and customers simultaneously
                          • • Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action
                            • • Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)
                              • • Previous experience working with timesheet, payroll, or accounting software a bonus
                                • • Ability to work independently and remotely, with a strong work ethic and time management skills
                                  • • Familiarity with our industry is a plus