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 5+ years of experience in a customer-facing B2B SaaS role, excellent communication skills, strong analytical abilities, and experience with CRM tools. You will act as a trusted advisor, ensure successful onboarding, proactively identify upselling opportunities, and collaborate with cross-functional teams. Joomag fosters a collaborative and supportive work environment where teamwork and open communication are highly valued.

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