Customer Success Manager (Remote)

About the Role

Customer Success Managers are responsible for engaging with our customers and partners to increase product adoption and usage, in order to drive upgrades and reduce churn. They do this through a number of activities conducted over chat, email, and Zoom. They also are responsible for managing and executing customer-facing programs, updating process documentation, and collaborating with the Pre-Sales Support and Customer Support teams to identify opportunities to offer additional help to customers 

What you’ll be working on

• Delivery of paid onboarding services
• Conducting setup, training and consulting calls to drive adoption and value based on the customer’s needs and lifecycle stage
• Follow up on customer feedback submitted through surveys (NPS, Cancellation, Other forms, etc)
• Identification and outreach to customers who are showing signs of risk to address issues and challenges they’re facing with adopting the software and getting value
• Identification and outreach to customers who are showing signs of upgrade potential to drive plan upgrades and add-on purchases
• Management of customer forums 

Requirements

• Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different customers.
• Manages ambiguity: Operating effectively, even when things are not certain or the way forward is unclear.
• Organizational savvy: Maneuvering comfortably through complex policy, processes, and people-related organizational dynamics.
• Business insight: Applying knowledge of business and the marketplace to advance the organization’s goals.
• Decision quality: Making good and timely decisions that keep the organization moving forward.
• Strategic mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies. 

Additional skills needed

• Strong English-language speaking and writing skills
• Software and/or SaaS company experience
• Account management experience
• Ability to manage multiple responsibilities