Remote Customer Success Manager

Summary

Join Kustomer's Customer Success team as a key player in delivering exceptional client experiences and driving product adoption. You will manage end-to-end customer relationships, from onboarding to renewals, focusing on achieving customer goals and maximizing product value. This role requires strong communication, technical SaaS experience, and the ability to build rapport with clients and internal teams. You will advocate for customer needs, provide feedback to the product organization, and contribute to expanding our referenceable customer base. Kustomer offers a competitive compensation and benefits package, including healthcare coverage, 401K, and a generous vacation policy. The position involves handling sensitive personal data.

Requirements

• Possess a bachelor’s degree or equivalent professional experience
• 5+ years of Customer Success or Account Management with a technical SaaS product
• Have strong industry and/or technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, or APIs
• Experience owning your own book of business including negotiating customer renewals
• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
• Highly organized - a project management background is a plus
• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
• Experience with advocating for your customers’ needs within an organization and driving to solutions
• The capacity for creative problem solving
• Ability to use data and statistics to identify patterns and use them for enriching your recommendations for process/product improvements
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

Responsibilities

• Manage the end to end customer relationship post-sale including working with the Implementation team to oversee onboarding, coordinating customer alignment with our executive team, conducting business reviews, product expansions, and negotiating customer renewals
• Focus on product adoption to ensure that our customers are seeing real value in our products. This will include call shadowing with customer users to understand how they use the product and educating customers in best practices
• Understand customer KPIs and business outcomes for each of your named customers and working with them to achieve their goals using Kustomer’s products
• Influence the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations
• Act as an advocate for the customer internally, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations as appropriate
• Work with Technical Account Managers to help customers implement new products and features
• Expand our list of reference-able customers

Preferred Qualifications

• Coding experience
• Degree in Business, Information Technology, Engineering, Computer Science or related field
• Knowledge of SQL, Analytics or Programming (HTML etc)
• HIPAA Compliance

Benefits

• Competitive salaries
• Stock options
• 100% healthcare coverage
• 401K
• WiFi and Mobile reimbursement
• A generous vacation policy