Customer Success Manager

About the Role: 

Our client is on the hunt for a highly talented and driven Customer Success Manager with a strong technical background to join our dynamic team and play a pivotal role in ensuring our clients’ success and satisfaction. You will be working directly for our Marketing / Partnership Director along with our talented (and energetic) Marketing and Sales teams.

As a Customer Success Manager (CSM), you will be the bridge between our clients and our sales and technical teams. Your primary focus will be to cultivate strong relationships with our customers, understand their business needs, and collaborate with internal departments to ensure the successful adoption and utilization of our SaaS products. You will serve as a trusted advisor to our clients, helping them achieve their goals by effectively leveraging our technology, growing their usage of our platforms, and identifying opportunities.

Our client is a leading-edge software-as-a-service (SaaS) company that empowers businesses to comply with the ever-growing global privacy compliance regulations through our innovative software solutions. We’ve already achieved product/market fit. We have not taken outside funding. We're organized, experienced, and in growth mode, and we are looking for fellow motivated individuals to join our team.

If you are a talented, ambitious, and self-motivating CSM or AM that's ready to take your career to the next level, and you want to work with a small group of like-minded people, you’ve come to the right place.

Essential Job Functions:

• Client Onboarding and Training: Collaborate with our Account Execs to guide new clients through a seamless onboarding process by providing product demonstrations, technical training, and growth strategies. Ensure clients have a clear understanding of our product's value proposition and how to maximize its benefits for their specific needs.

• Technical Consultation: Serve as the technical liaison between clients and our internal teams, effectively translating technical concepts into understandable terms for non-technical stakeholders. Address client inquiries, troubleshoot issues, and provide timely and accurate solutions.

• Relationship Building: Develop and nurture strong, long-lasting relationships with key stakeholders within client organizations. Understand their business objectives, pain points, and challenges to provide tailored recommendations and solutions.

• Customer Advocacy: Champion the needs of clients internally, collaborating with sales, product, and engineering teams to prioritize enhancements, features, and bug fixes based on customer feedback and requirements.

• Proactive Engagement: Regularly reach out to clients to ensure they are effectively utilizing our products and deriving maximum value. Identify opportunities for upselling and cross-selling based on client needs and usage patterns.

• Renewals and Upsells: Collaborate with the sales team to ensure timely contract renewals and identify expansion opportunities within existing accounts. Provide data- driven insights and success stories to demonstrate the ROI of our solutions.

• Metrics and Reporting: Track and analyze key performance indicators (KPIs) related to client engagement, satisfaction, and usage. Prepare regular reports and presentations to showcase the impact of our products on clients' businesses. Collaborate with our Content Department to assist in case studies and other marketing-led initiatives.

Qualifications: 

• Bachelor’s degree or equivalent experience.  Technical degree (Computer Science, Engineering, Information Technology, etc.) a plus
• Proven experience (2+ years) as a Customer Success Manager, Account Manager, or similar role in the SaaS industry.
• Strong technical aptitude and the ability to quickly understand complex software solutions.
• Exceptional communication skills
• Problem-solving mindset and the ability to troubleshoot issues and collaborate with internal teams to resolve them.
• Empathetic and customer-focused attitude, dedicated to ensuring client satisfaction and success.
• Analytical skills to interpret data and identify trends to drive customer engagement and retention strategies.
• Experience with CRM and customer success platforms. Experience using Hubspot is a plus.
• Certifications in customer success or relevant technical fields are a strong asset.
• Professional fluency in English (written and verbal) required.

Benefits: 

Joining a startup doesn't mean you will compromise benefits. We offer the opportunity to work with smart and collaborative team members, with huge opportunities for upward mobility. We offer:

• Flexible schedule
• Two weeks of PTO
• Holidays

Our client  provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.