Customer Success Manager

Our Company is a rapidly growing and innovative Software as a Service (SaaS) company that provides cutting-edge solutions to our industry. Our mission is to empower our customers to achieve their business goals through our intuitive, scalable, and industry-leading software platform.

Job Summary:

We are seeking a dedicated and highly motivated Customer Success Manager to join our dynamic team. The CSM will play a pivotal role in ensuring our customers' success, satisfaction, and long-term loyalty by understanding their needs, providing expert guidance, and fostering strong relationships. We want to hear from you if you are passionate about helping customers achieve their goals and thrive in a fast-paced SaaS environment.

Responsibilities:

1. Customer Onboarding and Adoption:

• Act as the primary point of contact for new customers, guiding them through onboarding to ensure a seamless transition to our platform.

• Collaborate with the implementation and support teams to ensure customers fully understand and effectively utilize our software.

• Develop and deliver onboarding materials, training sessions, and best practices to promote user adoption.

2. Customer Relationship Management:

• Establish and maintain strong, trusting relationships with key customer stakeholders, serving as their advocate within the company.

• Proactively engage with customers to understand their evolving needs, challenges, and opportunities.

• Conduct regular check-ins and health assessments to gauge customer satisfaction and identify areas for improvement.

3. Product Knowledge and Expertise:

• Develop a deep understanding of our SaaS products and their functionalities.

• Serve as a product expert, providing guidance, troubleshooting assistance, and solutions to customer inquiries and issues.

• Relay customer feedback and feature requests to the product development team.

4. Retention and Upselling:

• Identify opportunities for upselling and cross-selling additional features or services that align with customer goals.

• Monitor customer usage data and proactively address any potential churn risks.

• Collaborate with the sales team to expand and grow customer accounts.

5. Customer Advocacy:

• Encourage satisfied customers to participate in case studies, testimonials, and referrals to showcase their success with our product.

• Represent the voice of the customer internally to drive product improvements and enhancements.

6. Data Analysis and Reporting:

• Utilize customer success metrics and data to track and report on customer engagement, satisfaction, and product usage.

• Use data-driven insights to develop strategies for improving customer success and retention rates.

Qualifications:

• Bachelor's degree in Business, Marketing, or a related field (MBA is a plus).

• Proven experience in a customer-facing role, preferably as a Customer Success Manager within a SaaS company.

• Exceptional communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Ability to work collaboratively with cross-functional teams.

• Proficiency in CRM software (e.g., Salesforce), customer support tools, and data analytics.

• Self-motivated, results-oriented, and a passion for helping customers succeed.

Benefits:

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and retirement benefits.

• Professional development opportunities.

• A collaborative and innovative work environment.

• Opportunity to work with cutting-edge SaaS technology.

• Work-life balance initiatives and flexible work arrangements.

Job Type: Full-time

Pay: $45,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Does our Salary range meet your requirements?

Education:

• Associate (Required)

Experience:

• Customer support: 2 years (Required)

Ability to Commute:

• Phoenix, AZ (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person

Salary : $45,000 - $70,000