Customer Success Manager

Summary

Join ShiftCare, a fast-growing SaaS company, as a Customer Success Manager! You will be responsible for managing customer relationships, ensuring product satisfaction, and driving retention. This role requires strong technical skills and the ability to act as a key support and escalation point. You will collaborate with various teams, monitor customer health, and identify upselling opportunities. The ideal candidate possesses a Bachelor's degree, 3+ years of experience in customer success within a SaaS environment, and excellent communication and problem-solving skills. This position offers the opportunity to work remotely.

Requirements

• Bachelor's degree in business, marketing, or related field
• 3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business
• Outstanding execution and product demonstration abilities
• Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
• Excellent problem-solving skills, with the ability to identify and resolve complex issues
• Demonstrated ability to manage multiple projects and customers simultaneously
• Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action
• Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)
• Ability to work independently and remotely, with a strong work ethic and time management skills

Responsibilities

• Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution
• Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
• Act as the key point of technical and support escalation
• Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure the onboarding experience is seamless for our customers
• Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
• Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
• Ensure SLAs are met and workload managed across all allocated onboarding setups
• Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS
• Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements
• Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business

Preferred Qualifications

• Previous experience working with timesheet, payroll, or accounting software a bonus
• Familiarity with our industry is a plus