SaaS Customer Experience Lead

3 days ago


Chattanooga, Tennessee, United States Feufo Inc Full time
Job Description:
We are looking for a highly skilled SaaS Customer Experience Lead to join our team at Feufo Inc. The successful candidate will have a strong background in customer-facing roles, with a focus on delivering exceptional customer experiences and driving revenue growth.

The estimated salary for this role is $110,000 - $170,000 per year, depending on experience. This is a remote opportunity with 10-30% travel required to meet clients in person.

About the Role:
This is a unique opportunity to join a leading B2B SaaS provider as a SaaS Customer Experience Lead. You will be responsible for overseeing a portfolio of key accounts, ensuring long-term success and satisfaction. Your expertise will help drive revenue growth through upselling, renewals, and churn prevention.

Key Responsibilities:
* Manage large accounts: Oversee a portfolio of key accounts, acting as their trusted advisor to ensure long-term success and satisfaction.
* Client onboarding: Lead the onboarding process for new clients, ensuring smooth integration and full understanding of the platform's features.
* Account growth: Identify opportunities for upselling, cross-selling, and expanding the use of our products within large accounts.
* Renewals and retention: Drive contract renewals and reduce churn by building deep relationships and ensuring clients achieve desired outcomes with our platform.
* Issue resolution: Collaborate with internal teams to resolve customer issues promptly and efficiently.

Requirements:
* 3-8 years of overall experience in Customer Success, Account Management, or related client-facing roles.
* 2+ years of experience in B2B SaaS (preferably managing large client accounts).
* 1+ year in the PMS/Hospitality SaaS industry, with an understanding of its operational challenges.
* Proven track record of managing high-value accounts, upselling, and achieving high retention rates.
* Willingness to travel 10-30% for client meetings and relationship-building.
* Strong relationship management, negotiation, and communication skills.


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