Client Success Manager

Role Overview

Wecheer is seeking a highly capable and structured Client Success Manager to manage key enterprise relationships, oversee successful onboarding and program delivery, and lead a team. The ideal candidate has prior SaaS experience and a proven track record working with large CPG clients.

This is a full time, remote, freelance role.

The recruitment process is as follows:

• Cultural Fit interview
• COO interview with live scenario
• CEO final interview
  
  
  

Responsibilities

• Client Onboarding & Training: Lead onboarding for new enterprise clients and deliver training to ensure strong product adoption.
• Account Management: Own day-to-day client relationships, run performance reviews, and drive high satisfaction (NPS).
• Retention & Growth: Identify churn risks and upsell opportunities; work closely with Sales to grow accounts.
• Team & Project Leadership: Manage a client success team and coordinate cross-functional execution of campaigns.
• Operational Excellence: Resolve client and internal issues quickly; ensure smooth delivery across touchpoints.
• Product Feedback & Insights: Monitor client engagement, surface feedback, and work with Product to inform roadmap decisions.
  
  
  

KPI’s

• Net Promoter Score (NPS)
• Net Revenue Retention
• Gross Revenue Retention
  
  
  

Requirements

• 6 years of experience in enterprise project management, preferably in SaaS, serving CPG clients
• Ability to manage complex multi-stakeholder relationships
• Tech-savvy with a strong understanding of SaaS products
• Proven ability to manage multiple accounts and projects with precision
• Exceptional English communication skills, written and verbal
• Strong analytical and problem-solving abilities
• Proactive, client-centric, and committed to delivering outstanding service
  
  
  

What makes a difference:

• Experience working with CPG/FMCG enterprise accounts
• Familiarity with CRM, Jira / Confluence, PowerBI
• Experience in cross-cultural and remote team environments