Customer Success Manager focusing on consultative discovery and high - touch management for a B2B SaaS. Collaborating across teams to enhance customer journeys and satisfaction.
About the role
- Customer Success Specialist managing client relationships and driving satisfaction for SaaS pay equity solutions. Ensuring customer onboarding, product adoption, and strategic success through collaboration with internal teams.
Responsibilities
- Manage a portfolio of customers and act as their trusted advisor.
- Define and track Key Success Metrics (KSMs) and maintain Success Plans.
- Monitor product adoption and customer health to identify risks and opportunities.
- Drive initiatives that improve customer satisfaction and retention.
- Partner with implementation and support teams to ensure smooth onboarding.
- Act as the main contact for complex issues or escalations.
- Monitor Service Level Agreements (SLAs) and communicate performance to customers.
- Use CRM data and usage insights to proactively manage accounts.
- Share customer feedback with Product teams to improve solutions and the overall experience.
Requirements
- Experience in Customer Success, Support, or Account Management, ideally in a B2B SaaS or enterprise software environment
- Strong communication and relationship-building skills
- Ability to manage multiple priorities in a fast-paced environment
- Analytical, solution-oriented mindset
- Fluent in English
- Nice to Have: Experience with Compensation Management, HRIS, or Financial Systems
- Familiarity with Cloud/SaaS platforms, Microsoft Azure, or ITIL
- Additional European languages (e.g., French)
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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