Client Success Manager- US B2B SaaS

Candidates with B2B SaaS in US Market are Preferred

We’re seeking highly motivated Customer Success professionals with experience in managing customer success, customer relationship management, account management or similar roles with SaaS environment. Experience in handling a multitude of customer facing roles will be an advantage. The key objective of this role is working with customers to ensure they're receiving the tools and support needed to achieve their goals and be successful. This includes advising them and handholding them at various stages of their lifecycle with the company. We expect our Customer Success team to have an in-depth understanding of the customers’ needs and be responsible for communicating common customer behaviors to the sales, marketing, and product teams. 

Specific Responsibilities:

• Serve as the primary contact for the onboarding and training of new customers, as well as go-live and post go-live support.

• Collaborate with the engineering and development team to configure the product as per customers’ requirements and troubleshoot technical issues raised by customers. 

• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements. 

• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow business with existing customers and expand our customer base. 

• Account management including being the main point of contact between the company and a number of named enterprise accounts.

• Encouraging customer advocacy through internal NPS surveys, analyze customer health metrics, external reviews, case studies, testimonials, and referrals 

• Represent the voice of the customer to provide input into the products, marketing and sales process.

• Collaborate closely with team members to support renewals and expansion opportunities. 

• Create policies and procedures that optimize the customer experience. 

• Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars. 

• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them. 

• Firefighting during account escalations. 

• Keeping customers updated on changes to the product they’re using, new features, and new products they might find useful. 

• Upselling and cross-selling through review of customers’ progress. 

Key Requirements:

• Minimum 4 years of experience in customer-facing role that includes customer success and account management, in a SaaS or software company. 

• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. 

• Excellent communication and interpersonal skills. Experience building strong internal and external relationships. 

• Consistent track record of highly professional customer service in a fast-paced, dynamic environment. 

• Presents diplomacy, tact, and poise under pressure when working through customer issues. 

• Experience working with, and managing, stakeholders and customers. 

• A high level of accuracy and attention to detail is required. 

• Flexible approach, able to operate effectively with uncertainty and change.

• Driven, self-motivated, enthusiastic and with a “can do” attitude.