Senior Customer Success Manager

Summary

Join Joomag's Customer Success Department as a Senior Customer Success Manager and play a crucial role in ensuring the success and satisfaction of mid-size and enterprise customers worldwide. You will be the primary point of contact, building strong relationships and providing guidance and support to help customers achieve their goals. This role requires a proven track record in customer success within the B2B SaaS industry, excellent communication skills, and strong analytical abilities. You will act as a trusted advisor, ensuring successful onboarding, proactively identifying upselling opportunities, and collaborating with cross-functional teams. The ideal candidate is passionate about technology and thrives in a fast-paced environment.

Requirements

• 5+ years of experience in a customer-facing role within the B2B SaaS industry, ideally as a Customer Success Manager or Account Manager
• Proven track record of building and maintaining strong customer relationships and driving customer success
• Excellent communication and presentation skills, with the ability to effectively convey complex ideas and solutions to both technical and non-technical audiences
• Strong analytical and problem-solving skills, with the ability to quickly understand customer challenges and find creative solutions
• Experience working with CRM and customer success tools, such as Salesforce, HubSpot, or Gainsight
• Passionate about technology and the impact it can have on businesses
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
• Self-motivated and proactive, with a strong sense of ownership and accountability

Responsibilities

• Act as a trusted advisor and advocate for customers, understanding their business needs and providing strategic guidance
• Build and maintain strong relationships with key stakeholders, becoming their go-to person for any platform-related inquiries and issues
• Ensure successful onboarding of new customers and conduct regular check-in calls to assess customer satisfaction and identify areas for improvement
• Proactively identify opportunities to upsell and expand usage of our platform within customer accounts
• Collaborate with cross-functional teams, including Sales, Marketing, and Product, to drive customer success and resolve any escalations or challenges

Preferred Qualifications

• Demonstrate reliability։ Do your fair share of work hard and meet company milestones. Consistency is key!
• Be a team player: We build team synergy by fully committing to our work. You are expected to find ways to work together with different departments to solve complex problems
• Share openly and willingly: Everyone at Joomag feels comfortable talking to one another and sharing their opinions. It is essential that you remain willing to share your knowledge and unique experiences so that other team members can learn from them