Customer Success Manager - SaaS Software

Note: This is not a Sales role. If you're in Sales or Business Development, please look at other more relevant opportunities.

Note: Although most of our clients speak English, we are looking for a bilingual English-Spanish candidate for this role.

Loyalty Experience Platform™ solution suite, Annex Cloud customers capture and use zero- and first-party data to seamlessly deliver value-based individualized experiences across the entire customer journey—from awareness to purchase to retention, loyalty, and advocacy.

Role Summary:

Responsibilities:

• Autonomously managing communication with 20+ customers, with the aid of a team of technical managers, designers, developers, and QA personnel for support
  


• Proactively analyzing performance and educating the customers on best practices strategies to drive engagement and increase ROI of their program, resulting in increased retention
  


• Be the primary interface to manage and resolve critical situations
  


• Deep expertise of Annex Cloud products, current and future enhancements, and how they integrate with our customers, eCommerce, ESP and POS platforms.
  


• Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
  


• Identifying the opportunity for upsells within the platform, but we have someone internally who will lead all upsell efforts
  


• Accomplish other tasks as assigned
  

Requirements

• 5+ years’ experience in customer-facing account management – in software or web development ideally in CX
  


• Experience maintaining valuable and outcome-based relationships with a diverse customer account base; e-commerce and enterprise level is a bonus
  


• Passion for working with leading edge, web-based technologies, and a desire to understand Annex Cloud benefits, use cases, and technical elements
  


• Must be a self-motivated, quick learner, team player and be able to work in a fast-paced environment
  


• Problem solver. Embraces a challenge. Comfortable with ambiguity and rapid change.
  


• Possesses outstanding organizational and multi-tasking skills
  


• Thrives in a dynamic, fast paced start-up environment
  


• Exceptional team player who understands how to get things done, while respecting others
  


• Excellent telephone and email etiquette and ability to maintain a professional demeanor
  


• Ideal candidate will have experience working in Loyalty and/or marketing with e-commerce and understand SaaS a bonus
  


• This role is remote, but US based – preferably East Coast in order to be able to work with US and Europe.
  

Benefits