Customer Success Manager

We are looking for a motivated and experienced Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis. Our ideal candidate will be responsible for engaging and managing relationships with our clients, ensuring their satisfaction with our product and services, and driving revenue & retention. Very importantly, you will act as the key support and technical escalation point. 

Responsibilities 

• Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution 

• Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise 

• Act as the key point of technical and support escalation 

• Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business 

• Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn 

• Drive adoption and usage of our product by providing guidance, training, and best practices to our customers 

• Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS 

• Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements 

Requirements 

• Bachelor's degree in business, marketing, or related field 

• 3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business 

• Outstanding execution and product demonstration abilities 

• Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders 

• Excellent problem-solving skills, with the ability to identify and resolve complex issues 

• Demonstrated ability to manage multiple projects and customers simultaneously 

• Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action 

• Experience with CRM and customer engagement software (e.g. HubSpot, Intercom) 

• Previous experience working with timesheet, payroll, or accounting software a bonus 

• Ability to work independently and remotely, with a strong work ethic and time management skills 

• Familiarity with our industry is a plus