Customer Success Manager | Mid-Market (Industry)

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Requirements:

• 3+ years of experience in customer success or account management within a SaaS company
• Strong expertise in hosting virtual webinars, workshops, and other events
• Proficiency in account management metrics, including churn, retention, and NPS
• Exceptional organizational skills with the ability to manage multiple projects effectively
• Strong interpersonal skills and keen attention to detail
• Proven experience engaging and building relationships with senior leadership and executives across industry verticals
• Confidence in presenting to large audiences in both virtual and in-person settings
• Willingness to travel up to 10% if required

Responsibilities:

• Proactively engage with clients and key decision-makers through emails, calls, and virtual meetings, positioning yourself as a trusted strategic partner.
• Onboard new users by demonstrating platform features to senior decision-makers through client calls, interviews, and training sessions.
• Identify client needs, coordinate training and support, and deliver value-driven solutions to enhance user engagement and drive annual subscription renewals.
• Monitor user satisfaction and track NPS scores to mitigate churn, address user requests, and identify areas for improvement.
• Develop customer advocates, create case studies, and collaborate with users for speaking opportunities and other marketing initiatives.
• Work cross-functionally with teams such as medical illustration, product, and marketing to ensure customer needs are met.
• Continuously seek ways to improve the customer success playbook, contribute to product enhancements, and support other internal teams.