Customer Success Manager

Summary

Join Smartlead.ai, a leading cold emailing platform, as a Customer Success Manager. You will play a crucial role in ensuring client success by building strong relationships, providing strategic guidance, and acting as the primary point of contact. Key responsibilities include onboarding clients, managing relationships, proactively supporting clients, collecting feedback, managing renewals and upselling, and collaborating with internal teams. This role requires a Bachelor's degree, 4+ years of experience in customer success or a related field within SaaS, and proven success in managing mid-to-large sized accounts. The ideal candidate will possess strong communication skills, analytical abilities, and experience with relevant KPIs. Smartlead.ai offers a competitive salary and benefits package, opportunities for professional growth, and a collaborative company culture.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related field
• 4+ years of experience in customer success, account management, or a related role, preferably within the SaaS industry
• Proven experience in managing mid-to-large sized accounts - driving renewals, upsells, and expansion revenue
• Strong focus on churn reduction & customer retention – identifying at-risk accounts and implementing strategies to improve retention
• Experience in working with revenue-driven KPIs – increasing NRR (Net Revenue Retention) and driving customer growth
• Understanding of API & Webhooks – ability to guide customers on integrations and troubleshoot basic technical issues
• Strong understanding of email marketing and lead generation strategies
• Excellent communication and interpersonal skills
• Proven ability to manage multiple clients and projects simultaneously
• Proficiency in CRM software and customer success tools
• Analytical mindset with the ability to interpret customer data and metrics
• Flexible with rotational shifts – including occasional weekend availability based on business needs

Responsibilities

• Guide new customers through the onboarding process, ensuring a smooth transition and comprehensive understanding of Smartlead.ai's features and benefits
• Develop and maintain strong, long-term relationships with clients, acting as a trusted advisor and primary point of contact
• Monitor client usage and engagement metrics to identify opportunities for optimization and growth. Address potential issues before they escalate
• Collect and analyze customer feedback to inform product development and enhancements. Advocate for customer needs within internal teams
• Manage contract renewals and identify opportunities for upselling or cross-selling additional services that align with client goals
• Work closely with sales, marketing, and product teams to ensure a cohesive and customer-centric approach

Benefits

• Opportunities for professional growth and development
• Collaborative and inclusive company culture
• Competitive salary and benefits package