Senior Customer Success Manager, USA, Remote

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Requirements:

• Proven work experience of 5-8 years in SaaS Customer Success.
• Experience managing a customer book of business exceeding $2M ARR.
• Familiarity with CRMs, Digital Marketing, Google Analytics, and Meta Pixel.
• Excellent communication and presentation skills.
• Ability to develop relationships with customers and stakeholders.
• Understanding of performance metrics or KPIs.
• Ability to work independently and collaboratively across teams.
• Strong problem-solving skills for complex technical issues.
• Ability to thrive in a fast-paced start-up environment.
• Willingness to work outside normal hours as needed.

Responsibilities:

• Own a portfolio of ~50 non-profit accounts.
• Provide account management throughout the customer lifecycle.
• Act as the main point of contact for all account management matters.
• Deliver product training and technical support.
• Conduct Quarterly Account Reviews.
• Identify and mitigate risks to retain customers.
• Expand relationships with senior-level stakeholders.
• Identify and develop growth opportunities.
• Handle customer escalations and drive resolution.
• Exceed defined Growth and Retention metrics.
• Analyze reports and trends to drive actions.
• Collaborate with internal teams for customer satisfaction.
• Incorporate customer feedback into product development.