Client Success Manager – Enterprise - Remote

Overview

As a Client Success Manager (CSM) – Enterprise, you are responsible for driving client satisfaction, retention, and product adoption for an assigned portfolio of our Brands clients. CSMs act as trusted advisors to clients, ensuring they realize the full value of the company's product or service. The CSM will engage with client's post-sale, guiding them through onboarding, supporting them through adoption, and ensuring ongoing success with the product. The CSM will also identify opportunities to expand client relationships and provide insights for client-driven product improvements.

In Short

• Lead the onboarding process for new clients, ensuring a seamless and effective transition from sales to post-sales support.
• Guide clients through initial product setup, configuration, and training.
• Promote product adoption by offering best practices and resources.
• Build and maintain strong, long-term relationships with clients.
• Serve as a liaison between the client and internal teams.
• Monitor client health metrics to proactively identify at-risk clients.
• Collect client feedback and resolve any issues.
• Identify churn risks and work with clients to improve their experience.
• Identify opportunities to upsell or cross-sell additional products.
• Track and analyze key client success metrics.

Requirements

• 2+ years of experience at a B2B SaaS organization in client success or account management.
• Proven experience with SaaS products or technology solutions.
• Strong communication and interpersonal skills.
• Problem-solving skills and critical thinking.
• Client-focused mindset with a passion for helping clients succeed.
• Project management skills to handle multiple client accounts.
• Data-driven with the ability to analyze client data.
• Experience with Salesforce and tech-savvy.
• Sales skills to identify upselling opportunities.

Benefits

• Medical, dental and vision benefits starting on Day 1.
• A 6% 401(k) match.
• Competitive time off package with 20 days of Paid Time Off.
• 12 weeks primary caregiver leave.
• Pet insurance and legal assistance plans.
• Access to the Calm app and Employee Assistance Program.
• $65/month Remote work stipend for internet.
• Tuition assistance and career development opportunities.