Customer Success Manager

Company Overview

We've partnered with a dynamic organization dedicated to creating exceptional and engaging events through innovative event management software and services. With nearly 14 years of experience in the industry, they strive to make meaningful connections and foster genuine relationships among communities. As they continue to grow and influence millions of connections each year, they are committed to providing unparalleled customer experiences.

Role Overview

We are looking for a passionate Customer Success Manager to join our client's Customer Success Team. In this pivotal role, you will leverage your expertise in customer success strategies and relationship management to ensure customer satisfaction and retention. This opportunity is ideal for someone seeking increased responsibility and the chance to lead key initiatives within a vibrant organization.

Responsibilities

• Shape and execute a refreshed approach to Customer Success, helping customers achieve maximum value.
• Build and nurture relationships with customers, offering top-notch support and anticipating their needs.
• Guide customers in utilizing the platform to ensure they meet their goals and receive real value.
• Collaborate with Sales, Support, and Product teams to provide a seamless customer experience.
• Act as the customer's advocate, gathering feedback to improve the product.
• Manage renewals and identify growth opportunities through upselling and cross-selling.
• Monitor customer success metrics to proactively address potential issues.
• Develop and lead training and onboarding programs to facilitate customer success.
• Resolve complex issues by collaborating with internal teams for quick resolutions.
• Create personalized success plans for customers aligned with their business goals.
• Focus on long-term customer success by revisiting goals and offering improvement recommendations.

Requirements

• 3+ years of experience in Customer Success, Account Management, or Client Service in a B2B SaaS environment.
• Proven experience managing the renewal process for a large portfolio of clients.
• Strong customer-focused mindset with the ability to manage expectations and balance priorities.
• Collaborative approach with confidence in testing new strategies and improving processes.
• Excellent communication and presentation skills.
• Ability to identify upsell and cross-sell opportunities to enhance customer lifetime value.
• Capacity to thrive in a fast-paced environment with strong project management skills.
• Familiarity with SaaS products and subscription-based business models.
• Organized, detail-oriented, and proficient in Google Suite, Hubspot, and Notion.

Benefits

• Work remotely from anywhere in the US or Canada.
• Career advancement opportunities with bonuses and potential for growth.
• Enjoy paid time off to recharge and take care of your well-being.
• Join a collaborative remote work culture that fosters support and engagement.
• Competitive salary and bonus scheme.