Customer Success Manager

4 weeks ago


Johnson City, Tennessee, United States Feufo Inc Full time
Job Overview

Feufo Inc is seeking a seasoned Customer Success Manager to lead our B2B SaaS efforts in the hospitality industry. As a key member of our team, you will be responsible for managing large, high-profile client accounts and driving revenue growth through upselling, renewals, and churn prevention.

Key Responsibilities
  • Account Management: Oversee a portfolio of key accounts, acting as a 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 our platform's features.
  • Account Growth: Identify opportunities for upselling, cross-selling, and expanding the use of our products within large accounts.
  • Renewals 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.
  • Business Reviews: Conduct regular check-ins and business reviews with clients to showcase value and plan future opportunities for growth.
  • Travel: Meet clients in person as needed to conduct in-depth business reviews, offer strategic advice, and help optimize their use of our platform.
  • Customer Success Metrics: Track client satisfaction, monitor platform usage, and respond proactively to any signs of dissatisfaction or churn risk.
  • Cross-functional Collaboration: Work closely with the sales, support, and product teams to provide feedback and improve the customer experience.
Qualifications
  • 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 hospitality 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.
  • Ability to deliver in-depth business reviews and strategic advice to senior stakeholders.


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