Customer Success Manager
New
Z
Zone & Company Software Consulting LLCSaaS / ERP
We operate as a high-velocity, fully remote, global teamFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisSalesforceCustomer SuccessSaaSAccount ManagementClient relationship management
Requirements
- 3+ years in customer success, account management, or similar client-facing role.
- Experience within a SaaS or technology environment.
- Excellent written and verbal communication skills.
- Ability to articulate complex concepts to non-technical audiences.
- Active listening skills with the ability to empathize and solve customer pain points.
- Ability to lead customer meetings, webinars, and working sessions.
- Analytical mindset for interpreting data and customer feedback.
- Proficiency with Salesforce for tracking interactions and monitoring health scores.
- Familiarity with customer success frameworks such as CSM lifecycle and customer journey mapping.
Responsibilities
- Document customer interactions, success stories, and escalations in CRM or customer success platform.
- Guide new SMB customers through the onboarding process, ensuring smooth implementation and product adoption.
- Identify at-risk customers and work to resolve issues through effective communication and personalized success plans.
- Conduct regular business reviews to ensure customers realize value and identify new opportunities.
- Implement customer success programs that increase engagement, product adoption, and retention.
- Troubleshoot escalations and coordinate with internal support or technical teams.
- Collaborate with the Account Management team to facilitate expansion opportunities.
- Advocate for customer needs and serve as a liaison between the customer and internal teams.
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