Customer Success Manager

What Will You Do

Customer Relationship Management

• Build and maintain longlasting relationships with US & EU SaaS clients
• Serve as the primary point of contact and trusted advisor for your portfolio of accounts
• Lead regular business reviews and align stakeholders on objectives and measures of success

Account Growth & Retention

• Drive customer retention and spot opportunities for upselling and crossselling
• Proactively track account health and manage risk to ensure client satisfaction
• Collaborate with internal teams (product, sales, support) for seamless customer experience

DataDriven Insights

• Analyze usage patterns and customer feedback to surface actionable insights
• Manage client satisfaction surveys and translate results into actionable improvements
• Leverage data to advocate for customer needs and guide product roadmap priorities

Collaboration & Advocacy

• Work closely with the Product team to align feature requests and roadmap priorities
• Partner with Sales and Marketing to optimize customer experience and engagement strategies

CRM & Tools Management

• Maintain accurate, uptodate client records in CRM platforms (Salesforce, HubSpot, or similar)
• Analyze trends and client behavior for actionable account planning

What We're Looking For

• 35 years of experience in Customer Success or Account Management within a midmarket SaaS environment
• Proven track record of managing and growing a portfolio of US and EU clients
• Strong proficiency with CRM tools (Salesforce, HubSpot, or similar)
• Strong analytical mindset ability to utilize data and metrics to drive actionable decisions
• Exceptional communication and interpersonal abilities, with a customercentric approach
• Experience with conducting customer feedback sessions and translating insights into actionable outcomes
• Skilled in problemsolving and adept at managing challenging situations professionally
• Experience with SaaS platforms in the automotive or dealership space is a plus, but not mandatory
• Willingness to work in US shift timings