Customer Success Lead

Summary

Join ShowMojo, a SaaS company, as a Customer Success Lead and play a pivotal role in driving customer satisfaction, retention, and growth. You will manage key accounts, identify upselling/cross-selling opportunities, and mitigate churn. This role demands a strong product understanding, excellent communication, and a passion for building lasting customer relationships. Success requires developing and implementing customer success strategies, tracking key metrics, and collaborating with cross-functional teams. You will also proactively identify at-risk customers, conduct churn analysis, and work with support and sales teams to resolve issues. The position involves representing ShowMojo at industry tradeshows and managing event logistics.

Requirements

• 5+ years of experience in customer success, account management, or a related field
• Proven track record of managing key accounts and driving customer satisfaction
• Strong understanding of SaaS business models and metrics
• Excellent communication and interpersonal skills
• Ability to build strong relationships with customers at all levels
• Strong analytical and problem-solving skills
• Experience with CRM and customer success tools
• Willingness to travel for industry events and customer visits

Responsibilities

• Build and maintain strong relationships with key accounts
• Proactively identify and address customer needs and pain points
• Conduct regular business reviews and check-ins with key accounts
• Develop and implement a comprehensive customer success strategy aligned with company goals
• Track key metrics and analyze customer data to identify trends and opportunities
• Collaborate with cross-functional teams to improve customer experience and product adoption
• Proactively identify at-risk customers and develop tailored retention plans
• Conduct thorough churn analysis to understand root causes and implement preventive measures
• Work closely with customer support and sales teams to resolve issues and improve customer satisfaction
• Identify opportunities for upselling and cross-selling within existing accounts
• Develop and execute targeted sales campaigns to drive revenue growth
• Collaborate with the sales team to close deals and ensure smooth transitions
• Represent the company at 4-6 industry tradeshows per year
• Plan and execute effective trade show strategies to generate leads and build brand awareness
• Manage logistics and coordinate with marketing and sales teams to ensure successful event participation

Benefits

• Competitive salary and benefits package
• Remote work opportunities
• Opportunities for professional growth and development
• Collaborative and supportive work environment