Customer Success Manager (Remote)

Join our dynamic partner at Cohesive and be at the forefront of revolutionizing our customer success journey! As the Customer Success expert, you’ll spearhead the efforts to elevate customer satisfaction and drive growth. You’ll be responsible for customer success, managing key accounts, retention, and upsells. We’re seeking a smart, self-driven candidate with a strong customer success and account management background, ready to use their skills to significantly impact our customers’ experience and success using our products.

Job Overview:

We are looking for an experienced Customer Success Manager to manage small and mid-sized market (SMB) customer segment. This role involves managing approximately 200 customer accounts in a pooled model, with a focus on retention and overall customer health.

The Customer Success Manager will collaborate closely with support, product, and business intelligence teams to ensure that customer issues are resolved efficiently, key trends are identified, and data-driven insights are gathered to improve customer experience.

This is an exciting opportunity for someone who thrives in a fast-paced environment, is data-savvy, and has strong relationship-building skills. The ideal candidate will have a minimum of 3-5 years of experience in customer success and a solid understanding of data analysis, with SQL knowledge being highly preferred.

Key Responsibilities:

• Customer Retention: Manage a book of 200 small and mid-market accounts, focusing on customer retention and satisfaction.
• Customer Health Monitoring: Track and assess customer health metrics, develop customer health scoring, and identify key trends to drive proactive engagement and retention strategies.
• Customer Interaction: Engage directly with customers to understand their experiences, pain points, and how they derive value from the service. Use both data analysis and direct customer conversations to build a comprehensive view of customer satisfaction.
• Cross-functional Collaboration: Work closely with the support team to identify and address day-to-day customer issues. Collaborate with the product team to ensure product feedback is conveyed effectively and that ongoing product improvements are communicated to customers.
• Reporting & Data Analysis: Collaborate with the Business Intelligence team to develop reports that track customer health and ensure the quality of service is maintained. Analyze customer data and trends to support retention efforts.
• Customer Communications & Education: Design, develop, and manage customer communications and educational programs to increase engagement and drive retention.
• Issue Tracking: Track the delivery and quality of service for key accounts, ensuring that any deviations are addressed promptly.

Qualifications:

• 3-5 years of experience in Customer Success, Account Management, or a related role.
• Proven track record of managing small to mid-sized market (SMB) customer accounts.
• Strong understanding of customer success metrics and health scoring.
• Preferred: Proficiency in SQL for data analysis or a strong understanding of statistics and data interpretation.
• Experience working cross-functionally with support, product, and BI teams.
• Excellent communication and relationship-building skills, with the ability to engage and build rapport with a diverse customer base.
• Strong problem-solving skills and the ability to handle customer escalations effectively.
• Ability to manage multiple accounts simultaneously, prioritize tasks, and ensure customer satisfaction.

Why Join Us:

• Be part of a dynamic and fast-growing team.
• Influence the success of hundreds of small and mid-market customers.
• Work cross-functionally with key teams to drive innovation and improvement.

Other Details

• Compensation: $10-$15USD/hr
• Shift: Must be willing to follow US EST
• Other benefits when applicable