Client Success Manager - Remote

Overview

The Client Success Manager is a critical part of Clearwave's growth strategy and is responsible for client satisfaction and retention. Clearwave is looking for an individual who is inherently a customer advocate who thrives in a fast-paced environment.

In Short

• Managing client relationships across multiple levels of the organization
• Driving and reporting of usage of the solution against client-defined objectives through regular meetings and Executive Business Reviews
• Driving customer retention through proactive planning, management, and execution of the contract renewals process.
• Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
• Developing innovative solutions to help clients achieve their goals and show ROI
• Collaborating with internal teams on the clients' behalf to deliver a successful onboarding experience and drive future projects to resolution.
• Coordinating with the sales team to identify expansion opportunities
• Working with the marketing team to refine client marketing solutions
• Identifying at-risk accounts and develop strategies to mitigate churn, ensuring customer retention.
• Working with leadership and cross functional teams to drive customer success strategy ongoing.

Requirements

• Bachelor's degree from an accredited, 4-year college or university
• 5+ years' experience in a customer success role with a Software as a Service (SaaS) company
• Strong business acumen and executive-level presentation skills
• Strong interpersonal and effective communication skills
• Excellent time management capabilities
• Ability to thrive in a team-based environment
• Ability to deal with high-pressure situations with poise, diplomacy, and tact
• Willingness to travel up to 25%

Benefits

• Competitive salary
• Flexible Time Off, including 8 holidays
• Paid Parental Leave
• 401(k) plan with matching employer contribution
• Discretionary annual bonuses & merit raises
• Hybrid work schedule
• Comprehensive benefits package, including medical dental, and vision insurance