Customer Success Manager
New
P
PearlSaaS, healthcare technology, fintech
Remote, Oregon, United States, Working hours that overlap with our US-based clients.ContractManager
Salary not disclosed
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Job Details
- Required Skills
- Customer SuccessSaaSAccount Management
Requirements
- Have owned end-to-end client accounts at an early-stage, high-growth SaaS, healthcare technology, fintech, services, or staffing business.
- Have owned retention at an early-stage, high-growth company and be able to describe retention results and saved accounts.
- Have onboarded customers in 30 days or less while achieving 95% CSAT or higher.
- Be able to explain the onboarding steps used and where customers typically encountered difficulties.
- Have identified and closed customer upsells.
- Build trust quickly with founders and business owners and advise them on their teams and businesses.
- Follow through on client commitments and keep stakeholders informed.
- Write clearly and maintain thorough CRM account records.
- Have experience in Software as a Service, Healthcare Technology, or Financial Technology.
- Venture-backed startup experience is a plus; healthcare technology familiarity is a strong plus.
Responsibilities
- Convert signed proposals into paid customers by managing the process from signature to first invoice.
- Onboard new clients through kickoff, role scoping, talent matching, first-week ramp, and a check-in within 30 days.
- Coordinate recruiting, training, and finance to provide a cohesive customer experience.
- Manage a book of client accounts and own retention, renewals, and account health.
- Advise Customer Business Owners on their businesses and act as a business partner.
- Identify and close upsells, including additional seats and new role types, and involve sales when needed.
- Track talent performance and client sentiment, identify risk early, and intervene to prevent cancellations.
- Create repeatable onboarding and expansion playbooks and processes.
- Share customer feedback with founders, sales, and recruiting to inform hiring, training, and sales.
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