Customer Success Manager

About the role

KMS Lighthouse is a leading provider of SaaS knowledge management solutions, recognized as the #1 company in the Forrester Wave Report 2024. Our Customer Success role is crucial for our company's growth, focusing on building and maintaining strong relationships with clients to ensure their satisfaction.

Responsibilities

• Build and maintain strong, positive business relationships with enterprise-level clients (C-level executives, Directors, Managers, etc.)
• Support the implementation team in the onboarding process of new clients ensuring flawless delivery.
• Identify opportunities for expansions and upsells within client accounts and manage the negotiation process.
• Work closely with internal teams to ensure flawless delivery.
• Manage quarterly business reviews (QBRs) with your customers.
• Join calls with clients to understand their needs, tackle problems, and where necessary escalate the case to the relevant internal team.
• Actively engage with multiple contacts in each account to ensure amazing partnership and communication.
• Manage escalation events like a pro.
• Develop deep understanding of the product to address the business needs of your clients.
• Collaborate with the sales team to achieve customer satisfaction and company growth.

Requirements

• 2+ years of experience as a Customer Success Manager, Account Manager, or similar role within a SaaS organization
• Prior experience working at a SaaS-based company is a must.
• Prior experience identifying areas of opportunity and managing the upsell.
• Prior experience supporting and interfacing with enterprise level organizations is required.
• Great interpersonal skills with strong customer-facing and presentation skills.
• Proactive problem-solver who is not afraid to break boundaries.
• Team player with strong ability to motivate people.
• High prioritization and organization skills.
• Superb written and verbal communication skills.

Benefits

• Medical, Vision, Dental
• 401K + 401K Match
• 11 Paid Holidays
• PTO & Sick Days