Hybrid Customer Success Manager

Posted 3 weeks ago

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About the role

  • Manage multiple projects in parallel for clients across all segments (SMB, Mid-Market, Enterprise), and every phase of the post-sales customer lifecycle.
  • Understand customer requirements necessary to scope projects effectively, implement our solutions successfully, and achieve KPIs to ensure customer referenceability, satisfaction, and retention.
  • Responsible for product performance reporting, business-value analyses, and ongoing project planning for your portfolio of customers.
  • Stay current on best practices, industry trends, and customer pain-points to maintain and strengthen our product’s competitive advantages.
  • Work with clients to create mutually agreed upon implementation plans, project timelines, and delivery milestones.
  • Work with Solution Engineers to ensure timely delivery and continuous improvement of implemented solutions.
  • Effectively communicate project requirements, status, and results to clients in a high-touch customer success model.
  • Field customer support inquiries and manage escalations throughout the customer lifecycle.
  • Responsible for generating case studies, securing renewals, and driving the growth of your client portfolio

Requirements

  • 2+ years client management experience in SaaS – background in CRM, API, and/or Customer Service spaces a plus.
  • Bachelor’s Degree - MBA or technical degree a plus
  • Demonstrable proficiency building reporting via SFDC, Zendesk, Freshdesk, and/or Excel
  • Exceptional presentation and relationship skills with ability to communicate technical and commercial concepts effectively
  • Ability to multitask, prioritize, and manage time effectively and autonomously.
  • You love to solve problems, help people, and want to be an integral part of scaling a start-up
  • Fluency in German, French, or Spanish a plus

Benefits

  • Competitive Salary
  • Generous vacation time (25 days of annual leave)
  • Yearly "Reset Week" in addition to annual leave allowance
  • Freedom to experiment with your own ideas
  • Environment to develop your skills without bureaucracy or red tape
  • Monthly fitness stipend of $210 or fully paid Third Space Membership

Job title

Customer Success Manager

Job type

Experience level

JuniorMid level

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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