The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to achieve their goals. The Customer Success Manager acts as a trusted advisor for a variety of customers who represent various industries. You will support them on their journey to successfully onboard, increase user adoption and ultimately ensure a positive renewal outcome.

Location: Remote, anywhere UTC +4

What you’ll be doing: 

  • Facilitate the transition out of implementation to go-live
  • Manage a portfolio of clients and make certain a high level of satisfaction with the product is achieved
  • Create a plan to ensure client success
  • Conduct regular meetings with clients to make recommendations on using the product and future product enhancements to provide continuous success in business processes
  • Provide best practice recommendations, expert-level application support and assist in solving point-in-time challenges
  • Work with product development and technical support to resolve customer issues/concerns
  • Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks
  • Experience conducting virtual meetings with internal and external customers
  • Travel may be required

Who you are

Essential:

  • 2-3 years experience in a Mid-Market/Enterprise SaaS Customer Success role
  • Experience with Zendesk and Salesforce are a huge plus
  • Based anywhere within North America

Nice to haves:

  • Effectively prioritizes, multitasks, and engages with customers
  • Effective at leading and facilitating meetings ranging from admin/owners to executive level
  • Strong communication skills; you pride yourself on being personable, concise and compelling communicator – in writing, in conversation and in front of an audience
  • Empathy, diplomacy, and poise under pressure when working through customer concerns
  • Put team above yourself – elevating the group’s performance through proactive collaboration and knowledge-sharing

Offers vary depending on, but not limited to, relevant experience, educatio

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