Remote Customer Success Manager (SaaS Enterprise)

Summary

Join Relocity as a Customer Success Manager and play a key role in ensuring clients derive maximum value from our solutions, managing onboarding and implementation processes, driving engagement and utilization of our offerings, and resolving customer escalations.

Requirements

• Minimum of 5+ years of experience as Customer Success Manager (CSM) with a proven track record of managing enterprise client portfolios, fostering strong relationships, and driving high customer satisfaction and retention
• Client Relationship Management : Strong interpersonal and communication skills to foster long-term client relationships and ensure high levels of client satisfaction
• Communication & Stakeholder Engagement : Exceptional communication, negotiation, and presentation skills to effectively engage senior management and various stakeholders
• Client Onboarding & Implementation : Expertise in leading client onboarding and implementation processes, ensuring successful adoption of solutions
• Problem Solving & Critical Thinking : Ability to analyze client challenges, troubleshoot issues, and proactively offer solutions that drive customer success and product adoption
• Adaptability & Resilience : Ability to thrive in a fast-changing environment, adapting quickly to new processes, tools, and evolving client needs
• Renewal & Upsell Strategy : Expertise in driving product renewals and upsell opportunities by articulating the ROI of solutions to clients
• Project Management : Strong organizational skills with the ability to manage multiple client projects simultaneously, ensuring all deliverables are met on time and within scope
• SaaS Experience : Familiarity with managing SaaS products, including handling subscription renewals, upselling, and providing ongoing customer training
• Cross-Functional Collaboration : Strong ability to collaborate with product, sales, and support teams to advocate for client needs and drive improvements
• Autonomy & Collaboration : Skilled in working both autonomously and collaboratively in fast-paced environments, particularly within the global employee relocation industry
• Technical Aptitude : Quickly learn and understand complex technology platforms, while explaining technical concepts clearly to clients
• Bachelor's Degree : Bachelor's degree in Business Administration, Marketing, or related field; MBA a plus

Responsibilities

• Project Manage Implementations/Onboardings: Oversees and coordinates the onboarding and implementation of Relocity solutions
• Drive Utilization of Relocity solutions: Encourages and ensures the effective use of Relocity’s solutions by clients
• Ensures Renewal of all Business: Proactively engages with clients to foster relationships, address their needs, and demonstrate the value of Relocity’s solutions to encourage renewals
• Resolves Customer Escalations: Addresses and resolves issues related to specific files, billing, reporting, and other customer concerns
• Follows up on outstanding invoices: Ensures timely resolution of unpaid invoices by working with clients and internal teams
• Surfaces Upsell and Cross-Sell opportunities: Identifies new business, upsell, and cross-sell prospects
• Manage Customer Escalations: Handles assigned escalations, coordinating with Partnerships Managers when needed
• Create Templated QBR materials: Develops standardized materials for quarterly business reviews in collaboration with Partner Sales Managers and Account Executives

Benefits

• Competitive Compensation
• Paid Time Off
• Paid Parental Leave
• Remote Workplace
• Flexible Work Schedules
• Health, Dental, Vision, LTD Insurance
• 401(k)
• Professional Development Opportunities