Customer Success Manager
3 weeks ago
At Investorlift, we prioritize the success of our clients to drive the continued growth of our data-driven SaaS platform. As a Customer Success Manager, you will be the primary point of contact for client issues and responsible for ensuring our clients achieve their full potential on our platform. Your focus will encompass client onboarding, adoption, relationship building, and communicating client needs across multiple teams and stakeholders.
The ideal candidate will possess a comprehensive skill set to provide a smooth and consistent source of information and support for our top clients. You must be technically proficient, able to troubleshoot common issues, and communicate complex technical information in a simplified manner.
Key Responsibilities:
- Develop and manage value-based relationships with a portfolio of Investorlift clients, prioritizing client needs based on business requirements;
- Provide in-depth product demonstrations to onboard new clients and drive growth opportunities for existing clients;
- Maintain high levels of client engagement and satisfaction, focusing on client adoption and technical proficiency to optimize usability of our SaaS platform;
- Develop excellent interpersonal relationships with clients to deliver an exceptional customer experience and support predictable growth for our business;
- Manage an effective feedback loop for client needs through cross-functional interactions with Sales, Product, and Support teams;
- Manage and de-escalate client issues with strong problem-solving skills and adaptability to various client needs;
- Develop Customer Success processes, working collaboratively with Product, Marketing, and Sales teams to establish and refine client materials and solutions;
Requirements:
- Self-motivation, collaboration skills, and passion for exceeding client expectations;
- Strong communication and relationship building skills, with the ability to prioritize, multi-task, and perform optimally in a fast-paced environment;
- Impeccable follow-up skills to drive clients to achieve key milestones;
- Proactive client management and sales instincts with a drive to promote revenue and growth;
- Highly effective at leading and facilitating client meetings and workshops;
- Experience with account planning, managing, and executing client success plans within an agile project management framework;
- Adaptable and growth-oriented mindset open to delivering and receiving feedback;
- 3+ years of client-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer.
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