Remote Customer Success Lead

Summary

SoundCommerce is seeking a detail-oriented, organized, customer-facing teammate to work with clients post-implementation. The role involves understanding SoundCommerce's data models, working closely with various teams, leading client-facing meetings, providing training sessions, and maintaining contact with critical adoption stakeholders. The position requires 4+ years of experience in SaaS Customer Success, Onboarding, Training, or Account Management, preferably in technology software, and a Bachelor's degree in a technical field.

Requirements

• 4+ years experience in SaaS Customer Success, Onboarding, Training, or Account Management is required, preferably in technology software
• Bachelor’s degree in a technical field, data, business administration or a similar field

Responsibilities

• Understand the SoundCommerce data models and offerings
• Work with the sales, implementation and product teams to understand the client’s business objectives
• Work with the Implementation Manager to track implementations that will go live in the next 60-90 days and create a success plan for adoption
• Lead client-facing meetings for adoption planning and execution
• Lead training sessions with clients, including discovery, demonstrations, and product configuration
• Engage with customers to understand their situation, help them create an action plan, and configure the platform to serve those needs
• Maintain contact with critical adoption stakeholders - client contacts, partner resources, and SoundCommerce team members
• Collaborate and negotiate with both internal and external stakeholders as needed to keep the account usage healthy and on-track
• Recognize problems with client training, both technical and client processes and suggest or troubleshoot solutions
• Provide status reports to management and the cross-functional leadership team
• Manage a meeting cadence with the client to discuss adoption and account satisfaction, including quarterly stakeholder updates
• Work with internal team members to influence Product, Sales, and Support improvements

Preferred Qualifications

3+ years experience in Retail, Consumer Brands, eCommerce is preferred

Benefits

• This is a 100% remote position with minimal travel
• $90,000 - $150,000 a year