Customer Success Manager - 100% remote - US
About the position Responsibilities • Drive the adoption of our platform among a diverse client base. • Understand customer needs deeply, guide them through personalized onboarding and ongoing engagement strategies, and ensure they realize the maximum value from our solutions. • Develop strong relationships with customers and implement strategies to increase customer retention and satisfaction. • Serve as the primary contact for any significant issues our customers face. • Coordinate with the appropriate internal teams to ensure a timely and effective resolution. • Regularly check in with clients to ensure they are satisfied with our services, understand new challenges they are facing, and provide appropriate support or solutions. • Identify opportunities for customers to use more of our services to help their businesses grow. • Conduct webinars, create user guides, and provide other training materials to help customers understand and fully utilize our software. • Work closely with the sales and product teams to share customer insights that inform new business strategies and product improvements. • Monitor and report on account health, usage, and client satisfaction metrics to provide insights and recommendations. Requirements • At least 5-7 years of increasingly complex enterprise experience in customer success, account management, or a similar role in the SaaS industry. • Ability to prioritize and manage a large portfolio of accounts (100-200 customers) while consistently delivering on expected engagement activities. • Proven track record of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance, with verifiable expertise in driving upsells, cross-sells, and ownership of customer success. • Native-level English language proficiency. • Demonstrated ability to build strong relationships with customers and manage client expectations, even at scale. • Excellent problem-solving skills, with a knack for turning complex issues into simple solutions. Nice-to-haves • Additional language proficiency is desirable. Benefits • Competitive pay based on market rates in the country of the applicant. • 100% Remote work flexibility. • Equity in the company with valuable stock options. • Professional growth opportunities and career advancement. • Annual paid leave aligned with country-specific norms. • Geographic specific benefits such as Health Insurance and Pensions. • Dynamic team culture with a diverse and international workforce. Apply tot his job