Customer Success Manager (SaaS)

Who we're looking for

We're looking for someone work closely with customers to understand their business needs and challenges, and guides them to make the most of BotSpace to automate marketing, sales, engage customers and scale their business.

Note: Please avoid applying if you are still in college.

You'll need the following skillsets to be successful in this role:

• 3+ year of experience in a Sales, Success or Support role in a SaaS and/or B2B company is preferred
• A good understanding of the CRM, marketing and sales tools.
• Responsible for on-boarding and training of new customers
• Can take ownership of the relationship post sales and grow the customer
• Strong interpersonal skills and experience building strong relationships
• Proven track record of highly-professional customer service or sales in a fast paced, dynamic environment
• Experience using a CRM like Hubspot
• Experience managing outbound campaigns from list building, to outreach (call + email), CRM maintenance & consistent follow-up
• As a fully remote team, we're looking for hands-on, experienced candidates who are able to focus on the work and get it done.

What You'll Do

• Responsible for on-boarding and training of new customers
• Own, track and improve performance metrics for customers alongwith revenue growth
• Coordinate with support & tech teams to resolve product issues
• Build a trustworthy relationship with customers to ensure retention & reduce churn
• Partner closely with cross-functional teams to translate business needs and product requirements into new solutions for customers
• Prepare weekly/monthly business reports & assisting clients with strategies to improve business growth
• Maintaining Billing, Issues & Customer Success sheets, coordinating to ensure smooth product delivery
• Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction
• Strategically manage account escalations & provide timely resolution
• Help drive customer references and case studies

Mission & Vision:

Customer Experience is key to every business's growth & success. The current CX software tools are subpar and bloated which slows teams and holds businesses back.

So we start there!