Senior Customer Success Manager

Posted 2024-09-20

View full description

💎 Seniority level: Senior, 2+ years

📍 Location: Canada, UTC-5

💸 Salary: $65,000 per year

🔍 Industry: SaaS

🏢 Company: Prospect

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: SalesforceCommunication SkillsAnalytical SkillsCollaboration

Requirements:

2+ years of Customer Success experience managing at least a $1M ARR book of business.
Worked in a Customer Success role at SaaS company.
Great writing skills (you can clearly and cleanly communicate).
High level of organization and self-motivation.
Great teaching and presentation skills.
Experience with a CRM (ideally, Salesforce).
BONUS NICE-TO-HAVES: Familiarity with Chrome Extensions.
Experience with Customer Success tools such as Totango or Gainsight.

Responsibilities:

Your key initiative is to refine our entire framework and workflow for Customer Success and Support. You will own the responsibility of making sure Customer Success and Support operate at an elite level.
Here are some things you'll be doing right away:
Prioritizing support tickets and answering them as soon as possible (via intercom)
Hopping on Zoom calls to diagnose problems and educate users
Working directly with Engineering to funnel customer feedback and requests
Analyzing daily usage metrics to better understand users
Taking actionable steps to engage accounts based upon user engagement
Building champions at each customer account
Creating Intercom campaigns to engage and educate users
Working closely with Sales to help achieve cross-functional goals (onboarding, training, renewals, etc)

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Senior Customer Success Manager

Requirements:

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