Customer Success Manager - SaaS

The person leading this role would be expected to,

- Develop a deep understanding of our SAAS products and how they can solve our customers' business challenges

- Build strong relationships with our customers, serving as their primary point of contact

- Conduct onboarding and training sessions to ensure customers are successfully onboarded and educated on our products

- Collaborate with the sales team to identify upsell and cross-sell opportunities and help drive customer expansion

- Conduct regular check-ins with customers to ensure they are achieving their desired outcomes and to address any issues or concerns they may have

- Work closely with the customer support team to ensure timely resolution of any technical issues or product-related questions

- Actively monitor customer health and engagement to identify and mitigate any risks of churn

- Provide feedback to the product team on customer needs and feature requests to drive product development

- Maintain accurate and up-to-date customer information in our CRM system

- Participate in customer-focused projects and initiatives as needed

Skills & Experience:

- 5+ years of experience in customer success or account management, preferably in a SAAS organization

- Strong interpersonal and communication skills, with the ability to build rapport with customers and collaborate effectively with internal teams

- Ability to understand and articulate technical concepts in a clear and concise manner

- Proven track record of driving customer satisfaction, retention, and expansion

- Strong organizational skills and attention to detail

- Ability to prioritize and manage multiple tasks in a fast-paced environment

- Proficiency in CRM software and Microsoft Office Suite