Develop and maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.
Conduct regular business reviews (QBRs) with clients to discuss performance, gather feedback, and identify opportunities for additional service offerings.
Analyze client data to identify trends, areas for improvement, and strategies to enhance customer success.
Collaborate with cross-functional teams to ensure seamless service delivery and alignment with client goals.
Proactively address and resolve client issues to maintain high satisfaction and reduce churn.
Develop and implement strategies for maximizing ARR through upselling and cross-selling opportunities.
Train and onboard clients on new features and best practices to drive engagement and usage of our SaaS products.
Travel to customer sites for QBRs
Requirements
Proven experience as a Customer Success Manager or similar role in a SaaS environment.
Strong understanding of annual recurring revenue (ARR) and enterprise account management.
Experience conducting QBRs and managing client relationships at an executive level.
Ability to analyze data and extract actionable insights to improve customer engagement.
Excellent communication, presentation, and interpersonal skills.
Strong problem-solving skills and a proactive approach to client management.
Additional Instructions
Develop and maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.
Conduct regular business reviews (QBRs) with clients to discuss performance, gather feedback, and identify opportunities for additional service offerings.
Analyze client data to identify trends, areas for improvement, and strategies to enhance customer success.
Collaborate with cross-functional teams to ensure seamless service delivery and alignment with client goals.
Proactively address and resolve client issues to maintain high satisfaction and reduce churn.
Develop and implement strategies for maximizing ARR through upselling and cross-selling opportunities.
Train and onboard clients on new features and best practices to drive engagement and usage of our SaaS products.
Travel to customer sites for QBRs
Perks and Benefits
Fully REMOTE!
5 weeks PTO
12 Paid Holidays
Medical (100% of employee/children, 89% of spouse or 74% of family plan)
Dental
Vision
401k
and more!
