Customer Success Manager Saas Solutions (Remote)

Compensation: (70,000 – )100,000 (commensurate with experience and qualifications, plus targeted bonuses)

Department: Customer Success

Reporting To: Senior Director, Customer Success Management

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.

Overview

As a pivotal Customer Success Manager (CSM) at our esteemed organization, your primary responsibility will be to facilitate a smooth onboarding and implementation process for our clients, ensuring optimal retention. By closely engaging with our customers, you will identify their unique needs and align our solutions to meet those requirements. Leveraging your product knowledge and understanding of customer environments, you will champion their success while collaborating with various internal teams, including R&D, Sales, Support, Marketing, and Customer Success.

Key Responsibilities

• Oversee customer onboarding and drive initial implementation and integration, effectively managing customer expectations.
• Advocate for product adoption among the customer base.
• Collaborate with cross-functional teams to act as a customer advocate.
• Develop strategies to enhance customer satisfaction and retention rates.
• Establish strong relationships with customers, from end-users to executive sponsors.
• Identify and pursue opportunities for revenue growth.
• Collaborate with the Finance department to manage the renewal process.
• Serve as an escalation point for customer issues.
• Provide insights to the Revenue team, showcasing real-world applications of our solutions.

Required Skills

• Strong verbal, written, and presentation abilities.
• Expertise in customer advocacy and relationship-building.
• Proven ability to collaborate effectively across various teams.
• Proficient problem-solving skills.
• Familiarity with SaaS solutions and customer onboarding procedures.
• Experience in the Food and Beverage industry or Supply Chain is advantageous.

Qualifications

• Bachelor’s degree (B.S. or B.A.) is required.
• 3 to 5 years of experience in a client-facing role is essential.
• Background in consulting or customer service/support is required.
• Previous experience as a Customer Success Manager or in onboarding customers within a SaaS environment is highly favorable.
• A positive team-oriented attitude and adaptability are crucial.
• Occasional travel may be required for departmental meetings and events.
• Successful completion of a background screening process is mandatory.

Why Join Us

Becoming a part of our company means joining a team that excels in connecting people and information to foster a smarter working environment. We offer innovative solutions that empower consumer brands to mitigate supply chain risks and optimize business processes.

In addition to a dynamic work environment, we provide a comprehensive benefits package, including:

• Health, dental, vision, life insurance, AD&D, STD, and LTD coverage.
• Supplemental coverage options (accident, hospital & indemnity).
• Paid parental leave and pet insurance.
• Identity theft protection.
• Fully remote work setting.
• Flexible paid time off available from your first day.
• A 401(k) plan with company matching contributions.
• Paid volunteer days to support community engagement.
• Opportunities for career advancement and internal promotions.

Join us in building a network that enables collaboration and drives success. We are committed to fostering a diverse and inclusive workplace and encourage candidates from all backgrounds to apply. All applicants must be over the age of 18 and possess proof of authorization to work in the U.S. for consideration.

Application Process

To express your interest in this position, please contact your HR Department for further details.

Employment Type: Full-Time