Customer Success Manager - Remote

Overview

The Customer Success Manager role is responsible for providing a premier customer experience for our existing client base throughout the customer journey, including adoption, expansion, advocacy, and retention.

In Short

• Drive customer success as the first point of contact for customers in named accounts.
• Monitor overall client utilization and success.
• Provide ongoing service and support while managing customer expectations.
• Track and improve on churn rate and satisfaction scores.
• Develop and oversee communication and risk assessments.
• Build relationships with key influencers within assigned partners.
• Educate clients on available solutions and upgrades.
• Maintain in-depth knowledge of products and updates.
• Protect business with current partners.
• Other relevant projects as needed.

Requirements

• At least 3 years experience in a customer success role in a SaaS company.
• Outstanding relationship and rapport building abilities.
• Excellent verbal and written communication skills.
• High degree of professionalism and dependability.
• Self-starter with strong organizational skills.
• Willingness to work flexible hours.
• Proficient in Microsoft Office; Salesforce and Gainsight experience is a plus.
• Skilled at troubleshooting logically.
• Willing to travel at least 25% to visit accounts.
• Located in California, Arizona, New Mexico, Nevada, Utah, or Colorado.

Benefits

• Remote-first philosophy.
• Flexible paid time off.
• Paid parental leave.
• 11 Paid holidays per year.
• Workplace flexibility.
• Affordable health coverage.
• 401(k) employer contribution.
• Company paid life insurance.
• Pet insurance.