Customer Success Manager
September 4
🏡 Remote – New York
Description
• Manage and build lasting relationships with a global portfolio of 50-75 customer accounts • Plan virtual and on-site meetings with customers to conduct trainings, collect user feedback, and identify adoption issues • Manage renewals and mitigate churn by performing reactive and proactive outreach based on risk signals and health scores • Schedule, outline, and execute implementation and onboarding for your new accounts • Identify and manage upsell, cross-sell, and account expansion opportunities • Monitor, triage, and respond to Intercom messages, Slacks, emails, support tickets, and requests • Provide clear and actionable input, ideas, and user feedback to the product team • Build and improve internal processes to improve account retention and health/NPS scores • Maintain expert-level knowledge of the platform and feature/product roadmap • Ensure all account information in Salesforce/CRM is updated and accurate
Requirements
• 3+ years of experience managing customer accounts at a B2B SaaS startup • Experience managing software implementation and onboarding for new customers • Experience identifying and closing account growth, expansion, and upsell opportunities • Ability to foster and maintain strong relationships with internal and external stakeholders • Ability to apply analytical and problem-solving skills in a fast-paced environment • Ability to effectively navigate ambiguity, manage multiple projects, and shift priorities on-the-go • Customer-centric mindset strengthened by a genuine desire to understand your customer’s needs and business goals • Clear, effective, and enthusiastic communicator who applies business acumen and empathy to every interaction • At least 1 year of Salesforce CRM experience • US Citizenship is required, as this role may require security clearance in the future • Fluent in English, and speaking additional languages is a plus! • Bachelors degree
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