Senior Customer Success Manager

Summary

Join ShiftCare, a fast-growing SaaS scale-up, as a Senior Customer Success Manager! Champion our high standards of excellence by engaging with customers, ensuring satisfaction, and driving retention and expansion. You will be the key support and technical escalation point. Responsibilities include developing a deep product understanding, building customer relationships, and managing onboarding. You will monitor customer health, drive product adoption, and meet SLAs. Collaborate with cross-functional teams to enhance client experience and improve NPS. Proactively identify upselling/cross-selling opportunities.

Requirements

• 4+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business
• Outstanding execution and product demonstration abilities
• Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
• Excellent problem-solving skills, with the ability to identify and resolve complex issues
• Demonstrated ability to manage multiple projects and customers simultaneously
• Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action
• Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)
• Ability to work independently and remotely, with a strong work ethic and time management skills

Responsibilities

• Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution
• Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
• Act as the key point of technical and support escalation
• Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure the onboarding experience is seamless for our customers
• Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
• Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
• Ensure SLAs are met and workload managed across all allocated onboarding setups
• Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS
• Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements
• Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business

Preferred Qualifications

• Previous experience working with timesheet, payroll, or accounting software a bonus
• Familiarity with our industry is a plus