Customer Success Manager Saas Solutions (Remote)

Supervisor: Senior Director, Customer Success Management

Department: Customer Success

Salary Range: (70,000 – )100,000, commensurate with qualifications and experience (plus targeted bonus)

Location: Remote – Preferred States include Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Maryland, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, and Wisconsin.

Job Overview

As a Customer Success Manager (CSM), you will be essential in ensuring that our customers receive exceptional onboarding, implementation, and ongoing support. This role demands a consultative approach, allowing you to assess customer needs and utilize your product expertise to enhance their experience. You will work closely with various internal teams, including R&D, Sales, Support, Marketing, and Customer Success, to represent the voice of the customer and facilitate improvements in satisfaction and retention.

Key Responsibilities

• Oversee the initial implementation and integration process, ensuring alignment with customer expectations.
• Promote product adoption within the customer base to maximize value.
• Advocate for customer needs while partnering with internal, cross-functional teams.
• Design and implement strategies for improving customer satisfaction and retention.
• Cultivate robust relationships with customers ranging from users to executive sponsors.
• Identify and assist in expanding revenue opportunities.
• Collaborate with the Finance team to manage the renewal process effectively.
• Serve as an escalation point for resolving customer issues.
• Maintain product expertise to support the Revenue team during the sales process.

Required Skills

• Excellent oral, written, and presentation capabilities.
• Strong relationship-building skills.
• Proven customer advocacy abilities.
• Prior knowledge of SaaS and experience in customer onboarding/implementation.
• Team-oriented mindset with a willingness to adapt and grow.

Qualifications

• Bachelor’s degree (B.S. or B.A.) required.
• 3 to 5 years in a client-facing position, with a background in consulting, customer service, or support.
• Experience as a Customer Success Manager and/or familiarity with onboarding customers in a SaaS environment is preferred.
• Background in the Food and Beverage industry and/or Supply Chain is advantageous.

Career Growth Opportunities

We are dedicated to fostering a culture of internal advancement and offer numerous opportunities for professional development within the company. Our commitment to employee growth ensures that you will have the resources and support necessary to progress in your career.

Company Culture And Values

Founded in 2008, we are a global technology leader that connects people and information to help teams work more effectively. Our innovative and collaborative environment encourages teamwork and positive engagement, promoting a workplace that values diversity and inclusion.

Compensation And Benefits

• Comprehensive health, dental, vision, life insurance, AD&D, STD, and LTD coverage, along with supplemental options.
• Fully remote work environment.
• Flexible paid time off available from your start date.
• 401(k) plan with company match to assist with your future savings.
• Company-sponsored volunteer days.
• Equal employment opportunities for all employees and applicants, prohibiting discrimination based on any characteristic protected by law.

Applicant Requirements

• Must be at least 18 years old.
• Proof of authorization to work in the U.S. is required for consideration.
• Participation in E-Verify to confirm work authorization upon hire.

Employees Interested In Applying

Please contact your HR Department for further details.

Employment Type: Full-Time