Customer Success Manager
New
F
FlooidRetail technology
United States – Remote or In-Office/Hybrid, Eastern or Central Time ZonesFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Customer SuccessSaaSAccount Management
Requirements
- Have experience in Customer Success, Account Management, Service Delivery, or another client-facing role, ideally in a SaaS or technology environment.
- Have experience managing a portfolio of accounts with varying needs and complexity.
- Demonstrate a track record of improving customer retention, satisfaction, or account growth.
- Have experience conducting regular business reviews.
- Have experience using or implementing CSM software.
- Have experience implementing customer success strategies and processes.
- Build trust and long-term relationships with clients.
- Communicate effectively in writing and verbally with technical and non-technical stakeholders.
- Manage onboarding, adoption, and renewal processes with attention to timelines and deliverables.
- Analyze usage data and customer metrics to guide strategy and actions.
- Work cross-functionally with Sales, Product, and Support teams.
Responsibilities
- Manage multiple customers and serve as their primary operational point of contact.
- Build and maintain customer relationships to understand goals and support measurable outcomes.
- Monitor customer health metrics and usage data to identify risks and engagement or expansion opportunities.
- Collaborate with Sales, Project, Product, and Support teams to resolve customer issues and improve the customer experience.
- Conduct regular check-ins, business reviews, and training sessions.
- Advocate for customer needs internally and provide feedback to the Product team.
- Proactively identify issues, troubleshoot, and deliver solutions.
- Support customers through onboarding, rollout, adoption, optimization, and growth.
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