Customer Success Manager

Posted 6 days agoViewed

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💎 Seniority level: Manager, 5+ years

📍 Location: US

💸 Salary: 100000.0 - 150000.0 USD per year

🔍 Industry: SaaS

🏢 Company: Common Room

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: SalesforceCommunication SkillsCustomer serviceAccount ManagementClient relationship managementRelationship managementStakeholder managementStrategic thinkingCRMCustomer SuccessSaaS

Requirements:

5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting roles.
Strong communication and interpersonal skills that inspire both our clients and your teammates, and the ability to convey concepts to both technical and non-technical audiences.
Strategic thinker with the ability to understand clients' business challenges and proactively identify opportunities for value creation.
Proven experience in driving customer retention and expansion.
Thrive in a fast-paced environment and enjoy building processes from the ground up.
Experience working with Salesforce and other CRM or GTM systems.
Experience in SaaS, technology, or software industries is preferred.

Responsibilities:

Build and nurture strong relationships with key clients, acting as their primary point of contact for strategic guidance and support.
Oversee timely contract renewals and negotiations, and identify upsell opportunities based on customers evolving needs and our product offerings.
Partner with key stakeholders and executives on how best to achieve their business goals, and remove roadblocks where necessary; this can range from product adoption, workflow mapping, community consulting, integration audits, and/or capturing product feedback
Collaborate with clients to develop tailored account plans, including milestones, objectives, and success metrics, while continuously monitoring progress and adjusting strategies as needed.
Proactively identify potential risks to customer satisfaction and retention, and develop mitigation plans to address issues before they impact the client's success.
Represent the voice of the customer to provide insights to the product and development teams, contributing to continuous improvement and innovation.
Collaborate with sales, marketing, product, and support teams to ensure a cohesive and unified approach to the customer experience.

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