Customer Success Manager - Remote SaaS

Job Title: Customer Success Manager

Salary: \(70,000 - \)100,000, commensurate with qualifications and experience (Plus additional targeted bonus)

Supervisor: Senior Director, Customer Success Management

Department: Customer Success

Location: Remote - Preferred States: Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Maryland, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, and Wisconsin.

Job Overview

As a Customer Success Manager (CSM), you will be instrumental in guiding our customers through an exceptional onboarding, implementation, and retention journey. Your role involves closely partnering with clients to identify their unique needs and aligning our solutions effectively. Your extensive product knowledge and deep comprehension of customer business environments will be pivotal in driving their success. In addition, you will collaborate with various internal teams—including R&D, Sales, Support, Marketing, and Customer Success—to ensure that our clients receive unparalleled advocacy.

Key Responsibilities

• Facilitate customer onboarding and oversee the initial implementation and integration, while adeptly managing customer expectations.
• Encourage the adoption of our product within the client base.
• Act as a principal advocate for customers, working collaboratively with cross-functional teams.
• Innovate strategies to continually enhance customer satisfaction and retention rates.
• Foster robust relationships with customers, ranging from end-users to executive sponsors.
• Identify and pursue opportunities for revenue growth.
• Work alongside our Finance department to manage the renewal process effectively.
• Serve as an escalation point for customer-related issues.
• Leverage your product expertise to assist the Revenue team during the sales process by providing real-world examples of successful customer implementations.
  
  

Required Skills

• Excellent oral, written, and presentation capabilities.
• Proven experience in a client-facing role with a focus on customer service and support.
• Ability to cultivate and maintain strong relationships with customers.
• Collaborative team player with a positive attitude and adaptability.
• Familiarity with the SaaS landscape and customer onboarding processes is highly valued.
  
  

Qualifications

• Bachelor's degree (B.S. or B.A.).
• 3 to 5 years of experience in a client-facing capacity.
• Previous experience in consulting or customer service/support roles.
• Experience as a Customer Success Manager and/or managing customer onboarding in a SaaS environment is an advantage.
• Familiarity with the Food and Beverage industry and/or Supply Chain experience is a bonus.
  
  

Career Growth Opportunities

At our company, we are committed to nurturing talent and promoting from within. You will have access to multiple avenues for professional advancement and skill enhancement, enabling you to grow your career in a dynamic environment.

Company Culture And Values

We pride ourselves on a culture that values connection and collaboration, allowing teams to work smarter and innovate effectively. Diversity and inclusivity are at the heart of our mission, providing a work environment that supports and empowers all employees.

Compensation And Benefits

• Comprehensive health, dental, vision, life insurance, AD&D, STD, and LTD coverage.
• Supplemental coverage options (accident, hospital & indemnity).
• Paid parental leave and pet insurance.
• Identity theft protection and more.
• A fully remote work environment.
• Flexible paid time off available from your date of hire.
• A 401(k) plan with company match to assist in securing your financial future.
• Paid volunteer days to contribute to your community.
• Opportunities for career advancement and internal promotions.
  
  

We are an equal opportunity employer and prohibit discrimination and harassment of any kind. All applicants must be over the age of 18 and provide proof of authorization to work in the U.S. for consideration.

How To Apply

Interested candidates are encouraged to connect with our HR Department for further details.

Employment Type: Full-Time