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As the Customer Success Manager, you will:

• Build relationships with our top clients.
• Serve US-based clients with the availability for video calls in the PDT zone (9 AM to 5 PM).
• Identify client needs and deploy solutions.
• Conduct video training and showcase new features.
• Drive adoption of our product and encourage best practices.
• Identify opportunities for growth.
• Oversee a large book of business.
• Influence retention, expansion and churn rate for your clients.
• Create automation and flows within our success software that supports your efforts.
• Report on activities and results.
• Collect strategic feedback and share it internally.
• Create impactful emails and outreach campaigns for your book of business.

Job requirements

You are the perfect fit if you have:

• Ability to cover PTD zone (9 AM to 5 PM) from Monday to Friday.
• English proficiency at C2 level or equivalent.
• At least 2 years of previous professional experience in a SaaS customer success role.
• Ability to build mutually beneficial relationships.
• Great understanding of how to use and teach others to use the software.
• Experience with customer success or sales tools (Gainsight, Totango, ChurnZero, Salesforce, Hubspot).
• A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).
• A good understanding of customer experience tools and the industry.