Remote Client Success Manager

Summary

Join The SaaS Academy Team as a Client Success Manager to drive long-term success by ensuring clients fully engage with programs and experience tangible value.

Requirements

• 3+ years of experience in a sales or customer success role with proven success in renewals, upsells, and retention
• Must have a proven record of consistently meeting or exceeding sales quotas
• Experience in SaaS or B2B environments with short sales cycles
• Track record of success in managing customer relationships, handling churn prevention, and identifying upgrade opportunities
• Strong communication and interpersonal skills, with high emotional intelligence and the ability to handle tough conversations
• Ability to thrive in a fast-paced environment, balancing multiple clients and priorities with urgency
• Proficient in using CRM systems such as HubSpot for managing accounts and tracking renewals/upgrades

Responsibilities

• Own the post-sale relationship, crafting tailored engagement strategies that ensure clients extract maximum value from our programs
• Lead kickoff calls and conduct regular check-ins to identify client needs early, address potential concerns, and maintain satisfaction
• Proactively manage retention by analyzing churn risks, ensuring timely intervention before issues escalate, and increasing time-to-value by reducing the gap between onboarding and first success
• Drive revenue growth by identifying upsell opportunities through a deep understanding of client behavior and program usage
• Actively track client health and satisfaction, using both quantitative metrics and qualitative insights
• Implement targeted recovery strategies for clients at risk of disengagement, re-establishing value and ensuring long-term retention
• Lead the development and management of a comprehensive Voice of the Customer (VoC) program to gather client feedback and identify areas for improvement

Preferred Qualifications

• Success in producing referrals and securing testimonials in previous roles
• Previous experience in the coaching or education industry, particularly in facilitating renewal or cancellation conversations
• High accountability and a proactive mindset towards problem-solving and client success
• Strong analytical skills, able to interpret client health data and develop action plans accordingly

Benefits

• $150000 USD OTE ($70,000 base + variable compensation)
• Unlimited PTO
• Health and retirement benefits
• Development training