Remote Customer Success Manager

Summary

Epsilon3 is seeking a highly technical Customer Success Manager with 3+ years of experience in B2B SaaS startups. The role involves managing customer accounts, conducting trainings, identifying adoption issues, and working closely with the product and engineering teams to improve the platform. The position requires US citizenship, fluency in English, and a bachelor's degree.

Requirements

• 3+ years of experience managing customer accounts at a B2B SaaS startup
• Experience managing software implementation and onboarding for new customers
• Experience identifying and closing account growth, expansion, and upsell opportunities
• Ability to foster and maintain strong relationships with internal and external stakeholders
• Ability to apply analytical and problem-solving skills in a fast-paced environment
• Ability to effectively navigate ambiguity, manage multiple projects, and shift priorities on-the-go
• Customer-centric mindset strengthened by a genuine desire to understand your customer’s needs and business goals
• Clear, effective, and enthusiastic communicator who applies business acumen and empathy to every interaction
• At least 1 year of Salesforce CRM experience
• US Citizenship is required, as this role may require security clearance in the future
• Fluent in English, and speaking additional languages is a plus!
• Bachelors degree

Responsibilities

• Manage and build lasting relationships with a global portfolio of 50-75 customer accounts
• Plan virtual and on-site meetings with customers to conduct trainings, collect user feedback, and identify adoption issues
• Manage renewals and mitigate churn by performing reactive and proactive outreach based on risk signals and health scores
• Schedule, outline, and execute implementation and onboarding for your new accounts
• Identify and manage upsell, cross-sell, and account expansion opportunities
• Monitor, triage, and respond to Intercom messages, Slacks, emails, support tickets, and requests
• Provide clear and actionable input, ideas, and user feedback to the product team
• Build and improve internal processes to improve account retention and health/NPS scores

Benefits

• Salary range: $90,000 - $120,000
• This full-time role also comes with stock options, PTO, and a 4% 401k match