Position title
Customer Success Manager (SaaS)
Description

We are seeking a Customer Success Manager (SaaS) to join our growing team. The ideal candidate will have a passion for helping customers achieve their goals using our SaaS platform. You will be responsible for driving customer success, ensuring high levels of customer satisfaction, and fostering long-term customer relationships. This role requires a strategic thinker with excellent communication skills, capable of understanding and addressing customer needs while working closely with internal teams.

Responsibilities

In the course of working with Prospus in this position, you will be responsible for the following:

  • Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition from sales to active usage. Conduct product training sessions tailored to customer needs.
  • Customer Engagement: Develop and maintain strong relationships with key stakeholders within customer organizations. Regularly check in with customers to ensure they are achieving their goals and maximizing the value of our platform.
  • Support and Advocacy: Act as the primary point of contact for customer inquiries and issues, providing timely and effective solutions. Advocate for customers within the company, ensuring their needs are met by working closely with product, sales, and support teams.
  • Feedback and Improvement: Gather customer feedback and insights to inform product development and improvement. Identify trends and suggest proactive solutions to enhance the customer experience.
  • Retention and Growth: Monitor customer health metrics and develop strategies to improve retention rates. Identify upsell and cross-sell opportunities to drive additional value for customers and revenue for the company.
Skills

You should have the following skills

Data Analysis: Ability to analyze customer data and usage patterns to identify trends and areas for improvement. Experience in creating and presenting reports on customer success metrics.

Technical Proficiency: Ability to understand and explain complex software products and features to customers. Proficiency in using SaaS platforms and related tools.

Communication Skills: Excellent verbal and written communication abilities. Ability to convey complex information clearly and effectively.

Relationship Building: Strong interpersonal skills to build and maintain positive relationships with customers. Ability to establish trust and rapport with clients.

Conflict Resolution: Ability to handle difficult situations and resolve conflicts amicably. Strong negotiation skills to manage expectations and agreements.

Customer Focus: Strong customer service orientation. Commitment to delivering a positive customer experience and ensuring customer satisfaction.

Experience

You should have the following experience:

Customer Success Experience: Proven experience as a Customer Success Manager or in a similar customer-facing role within a SaaS environment. Track record of managing customer relationships and ensuring customer satisfaction.

SaaS Industry Knowledge: Familiarity with work management tools like ClickUp, Jira, Monday, and Trello, or with the market in which the company operates. Understanding of sales techniques and strategies.

Account Management: Experience in managing customer accounts, including onboarding, training, and ongoing support. Proven ability to retain customers and reduce churn.

CRM and Customer Success Tools: Experience using CRM systems (e.g., Salesforce, HubSpot) to manage customer data and interactions. Familiarity with customer success platforms (e.g., Gainsight, Totango) to track customer health and engagement.

Thank you for submitting your application. We will contact you shortly!

Employment Type
Contractor
Job Location
Remote work possible
Date posted
June 4, 2024