Customer Success Manager (Remote)

Responsibilities:

• 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

Qualifications:

• 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