Customer Success Manager - SaaS

Customer Success Manager - SaaS company (US shift:7pm- 4am)

What You'll Do:

You will be the owner for the set of accounts and drive product retention, consumption, adoption, engagement and growth for a set of customers.

Deliver Value :

- Be able to deliver on, and communicate the value associated with their investment in our platform

- Understand Customer's current implementation and ensure maximization of business value realized by the customer through consultative support, training, business reviews and configuration optimization

- Ensure that every customer derives the most value possible from the platform leading to retention

- Be the Strategic Advisor who Establishes and Builds Customer Relationships

- Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholders

- Become your customer's day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with us.

Drive Adoption:

- Empower our customers to improve their end-customers' digital experiences and achieve business objectives through the adoption of our product

- Develop a deep understanding of customer needs and be able to tie them to specific use cases, product features, benefits, and value propositions

- and ensure your team knows how to communicate them effectively

- Be hands on on the platform and updated to our latest features is critical in delivering the best suited solutions to customers

Guarantee Retention and Grow the business

- Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate our advocates to generate new business (upsell and cross-sell)

- Identify opportunities for customer references and case studies

Account Governance

- Manage and track key performance indicators (KPIs) - including renewal, consumption, adoption, and expansion commitments - to ensure exceptional, predictable results

- Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate

Manage Internal Stakeholders

- Be a customer advocate within our company providing feedback to engineering teams to develop / identify new features & products.

- Serve as the internal voice of the customer and advocate for your customers' needs (services, support, product management, executive alignment)

- Work closely with multiple teams (sales. support, product specialists, services etc.) within our organization.


Who You Are & What Makes You Qualified

- 4+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization

- Deep product management / evangelization experience with the aptitude to learn new products

- Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms will be a PLUS

- Advanced analytical skills with proven competency in Data tools and methodologies, ability to collate, harmonies and visualize data and present the statistical merit in a business case

- Ability to interpret Industry specific trends across different verticals or lines of business

- Able to operate autonomously, engage stakeholders across regions and lead change management

- Intrinsically motivated to tackle unique client use cases, passion to solve business challenges and commitment to client delight

- Demonstrated passion for the social technology universe (i.e., Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok).

- Direct experience in working with or for social media management software is preferred

- Social media ads certifications or Digital Marketing Certifications preferred

- Bachelor's Degree in technical / engineering disciplines (IITs, NITs or comparable Tier 1Colleges)

- MBA Degree preferred (IIMs or comparable Tier 1 Colleges)

- Flexibility to work with our customers in North America time zone

- Passion for solving client challenges and commitment to client delight

- Naturally curious, with excellent critical-thinking skills

- Flexibility to adapt with the demands of the business

- Excellent written and verbal communication skills, articulation skills and a compelling executive presence. Multilingual skills (French, German, Spanish, Arabic or others) would bea plus