Remote Customer Success Manager

Summary

Join our team as a Customer Success Manager to ensure new and existing clients receive the tools and support they need to achieve their strategic business goals.

Requirements

• Bachelor’s degree in business related field
• 1-3 years experience in Service, Account Management or related roles (preferably in a SaaS industry)
• Ability to work collaboratively with different teams simultaneously
• Previous project management skills and experience with implementations, including running product training for nominated user groups
• Exceptional verbal and written communication skills; with the ability to run meetings, run training sessions and execute high-quality presentations

Responsibilities

• Work collaboratively with sales to ensure a smooth handover and onboarding process that exceeds customer expectations
• Monitor, facilitate and drive adoption through mapping product features to business needs
• Launch pilot programs, developing success plans and metrics as part of onboarding
• Manage project implementations, including running product training for nominated user groups
• Educate customers on terminology, features and the benefits of our products
• Manage the customer support channels and escalating issues through to the Senior Customer Success Manager or Head of Customer Success for resolution
• Identify up-sell and cross-sell opportunities and working with sales to continually grow accounts
• Assist in the launch of pilot programs to new and existing customers, developing success plans and metrics as part of onboarding
• Support customer billing and renewals

Benefits

• Robust benefits package
• 5 days of flexible time off
• Calm App Subscription
• EAP Program
• Enhanced Parental Leave
• Personal Travel Discounts
• Paid Time Off for Volunteering
• Employee Discount Scheme
• Employee Referral Bonuses