Customer Success Manager (North America)

DigitalGenius · United States · 4 mo ago

RemoteRemoteProject ManagementFull-time

Manage multiple projects in parallel for clients across all segments (SMB, Mid-Market, Enterprise) and every phase of the post-sales customer lifecycle
Understand customer requirements necessary to scope projects effectively, implement our solutions successfully, and achieve KPIs to ensure customer referenceability, satisfaction, and retention
Responsible for product performance reporting, business-value analyses, and ongoing project planning for your portfolio of customers
Stay current on best practices, industry trends, and customer pain-points to maintain and strengthen our product's competitive advantages
Work with clients to create mutually agreed upon implementation plans, project timelines, and delivery milestones
Work with Solution Engineers to ensure timely delivery and continuous improvement of implemented solutions
Effectively communicate project requirements, status, and results to clients in a high-touch customer success model
Field customer support inquiries and manage escalations throughout the customer lifecycle
Responsible for generating case studies, securing renewals, and driving the growth of your client portfolio

2+ years client management experience in SaaS - background in CRM, API, and/or Customer Service spaces a plus
Bachelor's Degree - MBA or technical degree a plus
Demonstrable proficiency building reporting via SFDC, Zendesk, Freshdesk, and/or Excel
Exceptional presentation and relationship skills with ability to communicate technical and commercial concepts effectively
Ability to multitask, prioritize, and manage time effectively and autonomously
You love to solve problems, help people, and want to be an integral part of scaling a start-up

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