Remote Customer Success Lead

Overview

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Success Manager - REMOTE. In this critical role, you will act as a pivotal driver of customer happiness and satisfaction, working closely with a select portfolio of our enterprise-level clients. You will manage the long-term relationships for high-profile accounts, ensuring the effective adoption of our technology and addressing any complex business challenges they face. Your expertise in client engagement and business value maximization will directly influence our partner's retention and expansion strategies. Embracing innovative approaches to problem-solving, you'll provide insights based on data to enhance the service provided. This role is key to fostering sustained growth and success for our clients in the dynamic trades industry.

In Short

• Actively manage a dedicated portfolio of ~40 Enterprise customer accounts.
• Cultivate and maintain senior-level relationships with your customer base.
• Use strategic consultation to map clients' goals to our software's capabilities.
• Analyze user engagement data and client performance metrics to provide actionable insights.
• Proactively identify roadblocks and operational improvement opportunities.
• Develop strategies to mitigate churn risk based on customer health scores.
• Identify and pursue up-selling and cross-selling opportunities within the customer base.
• Serve as a subject matter expert for new hires and department members.

Requirements

• 4+ years of experience in a client-facing role such as Account Management or Customer Success.
• Ability to manage complex enterprise accounts with a focus on relationship building.
• Demonstrated capacity to handle multiple projects in a fast-paced environment.
• Strong analytical skills to leverage data in driving business decisions.
• Exceptional communication and presentation skills.
• Self-starter with a solution-oriented mindset and adaptability.
• Willingness to travel nationally up to 20% for key client meetings.

Benefits

• Flexible time off and learning opportunities for career development.
• Holistic health benefits including medical, dental, and vision coverage.
• Support for parental leave and fertility services.
• Comprehensive onboarding and leadership training programs.
• Recognition for great work through peer-nominated awards.