Lead Customer Success Manager
New
Work from anywhere within the United StatesFull-TimeLead
Salary87,506 - 120,000 USD per year
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Job Details
- Experience
- Minimum of 2 years of experience in customer success, account management, project management, business consulting, or a related technology-focused role
- Required Skills
- FigmaGCPSalesforceJiraConfluenceHubSpotAsanaBigQuery
Requirements
- Bachelor’s degree in Business Administration, Economics, or a related field, or equivalent professional experience.
- Minimum of 2 years of experience in customer success, account management, project management, business consulting, or a related technology-focused role.
- Proven experience managing and measuring the success of information technology projects, including customer onboarding, implementation, adoption, and ROI tracking.
- Strong understanding of B2B SaaS environments and experience supporting enterprise customers.
- Experience driving business development initiatives, identifying growth opportunities, and managing customer expansion strategies.
- Demonstrated expertise in business process analysis, process mapping, and advising clients on technology platform configurations.
- Experience working with customer success, CRM, and project management tools such as Salesforce, HubSpot, Totango, Jira, Confluence, Asana, Miro, and Figma.
- Familiarity with data analysis and cloud-based technologies, including BigQuery and Google Cloud Platform.
- Excellent communication, stakeholder management, and relationship-building skills.
- Strong analytical and problem-solving abilities with the capacity to translate complex requirements into practical solutions.
- Ability to manage multiple priorities and work effectively in a fast-paced, customer-focused environment.
- Willingness to travel up to 25% within the United States and Canada as needed.
Responsibilities
- Lead enterprise customer relationships as a trusted advisor, ensuring successful onboarding, adoption, expansion, and long-term engagement.
- Manage and measure the success of technology initiatives, including platform implementations, workflow deployments, module rollouts, and digital transformation programs.
- Establish operational frameworks and best practices that support efficient project delivery while maintaining alignment with scope, budget, and timelines.
- Conduct business process analysis and provide strategic recommendations on platform configurations, workflows, and optimization opportunities.
- Collaborate with customers to identify business objectives, define success metrics, and maximize return on investment.
- Drive account growth by identifying expansion opportunities, forecasting business outcomes, and supporting customers throughout their success journey.
- Configure and operationalize platform features, including workflows, automation rules, permissions, integrations, validation logic, and program settings.
- Oversee complex, multi-module implementations while ensuring seamless interoperability and data consistency across systems.
- Act as the primary technical escalation point, translating business needs into detailed functional requirements and partnering with technical teams to resolve complex issues.
- Lead testing, validation, and user acceptance activities to ensure successful deployments and compliance with customer requirements.
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