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Customer Success Manager
2 months ago
We're a talent firm that focuses on placing the best candidates for our clients. Our team is 100% remote and works with teams across North America, South America, and Europe to help them hire.
Job DescriptionWe're looking for a resilient, compassionate, and creative Customer Success Manager to work closely with our customers to make them successful with our client. As a key member of our team, you'll play a critical role in defining our GTM decisions, including onboarding, technical issue resolution, customer adoption, and satisfaction.
Responsibilities- Own and run all customer onboarding processes to ensure seamless integration with our client's product.
- Build relationships with current customers to promote usage and product adoption, driving customer expansion, upsell, and retention.
- Diagnose and troubleshoot technical issues and bugs that arise, working closely with our product and engineering teams to resolve customer issues.
- Perform bi-weekly check-ins with all customers to solicit feedback, answer questions, and support product usage.
- Help define and manage our pilot to annual contract conversion process, aggregating customer feature requests and product feedback to inform prioritized product requirements.
- Partner with Sales to narrow and refine our Ideal Customer Profile (ICP) and inform the overall sales process.
- 2-6 years of experience in Enterprise CSM/AM or marketing experience, with a bonus for those with experience in Marketing/Sales tech.
- Proactive, self-starter with grit, able to do what it takes to make the customer successful.
- Deep level of customer empathy and patience, with comfort working with technical concepts and product/engineering teams.
- Strong understanding of Customer Success best practices, methodologies, and tools, with a proven track record of driving customer adoption and success within enterprise SaaS.
- Data-driven mindset with attention to detail and documentation.
$90,000 - $140,000 base + equity + benefits
