Remote Strategic Customer Success Manager

Summary

Join Scope AR as a Customer Success Manager and be the primary point of contact for post-sales activities, including customer onboarding and program management. You will serve as a trusted advisor, delivering best practices and value reviews to align our platform with customer goals. This role requires strong communication and analytical skills, experience with SaaS, and the ability to build relationships with executive-level clients. You will proactively engage customers, analyze feedback, and advocate for their needs. The position offers a competitive salary, bonus potential, and a comprehensive benefits package.

Requirements

• 4+ years of applicable experience as a full lifecycle Customer Success Manager
• Bachelor's degree or equivalent career experience
• Experience with the following technologies: Sharepoint, Excel, GSuite (slides, documents, etc.), Figma, or related visual or workflow tools, Hubspot, Zendesk, and Atlassian products (JIRA, Confluence)
• Proficient interpersonal skills, demonstrated by the ability to build and maintain authentic business relationships at the executive level and effectively manage relational challenges
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences
• Proficient understanding of Sales lifecycle concepts within the Software as a Service industry
• Ability to communicate highly technical details simply to non-technical audiences
• Willingness to travel to customer sites and trade events as needed
• Ability to effectively forecast, take measurable action steps toward, and exceed when possible, both net and gross retention goals
• Proficient organization of projects and associated internal/external teams: exhibited project management and time management skills

Responsibilities

• Serve as the primary point of contact for post-sales activities including customer onboarding, consultative program management, and assigned commercial activities
• Serve as trusted advisors to customers by delivering best practices, guidance, and value reviews focusing on recommendations to best align our platform to the customer's business goals and strategies
• Proactively engage customers and work closely with named accounts ensuring they are trained and successfully using our products
• Regularly analyze customer feedback & data to deliver solutions based on internal and industry best practices
• Advocate for customers leading internal teams and projects to solve customers' needs
• Monitor & track customer health, identify risks, develop success milestones, and deliver customer recommendations through maintained stakeholder contact and recurring customer meetings
• Prioritize and proactively drive timely resolution of customer inquiries
• Propose innovative ideas to evolve the customer experience toward greater value
• Potentially travel to meet with customers quarterly

Preferred Qualifications

• Account Management, Consulting, Product Training and Enablement, Project Management, or Change Management experience
• Experience or knowledge in providing SaaS to the following industries: Manufacturing, Field Services, Construction/Engineering, Automotive, Aerospace/Defense
• Basic understanding of standard integration practices and key customer side stakeholders that lead key technical deployment activities (e.g. SSO, Enterprise systems, APIs, etc.)

Benefits

• Up to a 20% annual bonus & commission for helping advance expansion deals
• Competitive benefits package that includes group health benefits, flexible work/life accommodations, and options