Customer Success Manager

Overview

Remote
$80,000 - $100,000
Full Time
No Travel Required

Skills

Collaboration
Communication
Conflict Resolution
Customer Facing
Issue Resolution
SaaS
Training

Job Details

Our client is unable to sponsor H1-B visas at this time.

Job Title: Customer Success Manager

The Opportunity:

Client is seeking an experienced and driven Customer Success Manager to join our team. In this pivotal role, you will be the primary point of contact for our customers, ensuring they have a seamless and positive experience using our SAAS products. The ideal candidate will have at least 3 years of experience in Customer Success, with a solid understanding of SAAS products and a passion for building strong customer relationships. Experience working with travel agencies is a plus, as is a background in accounting.

This is a great opportunity to contribute directly to the success of our clients while also growing within our rapidly expanding company. As a key player on the Customer Success team, you ll work closely with cross-functional teams to drive customer satisfaction, retention, and long-term success.

Responsibilities:

  • Customer Relationship Management: Build and maintain strong, long-lasting relationships with customers, serving as their trusted advisor and point of contact throughout their journey with our product.
  • Onboarding & Training: Lead the onboarding process for new customers, ensuring a smooth transition to our platform, and providing ongoing training and support as needed.
  • Product Expertise: Develop deep expertise in our SAAS products and serve as a product expert for customers, helping them maximize the value they receive from our solutions.
  • Customer Advocacy: Act as the voice of the customer internally, ensuring their needs and feedback are communicated to product and development teams for continuous improvement.
  • Issue Resolution: Quickly identify and resolve customer issues and concerns, ensuring high customer satisfaction and retention rates.
  • Customer Success Metrics: Track customer success metrics, including retention, renewals, and upsell opportunities, and work to improve these key metrics over time.
  • Cross-Functional Collaboration: Collaborate with sales, product, and engineering teams to ensure alignment with customer needs and business goals.
  • Travel Industry Experience: If applicable, leverage any previous experience working with travel agencies to better understand the unique needs and challenges of these customers.

What We Are Looking For:

  • Customer Success Experience: At least 3 years of experience in Customer Success or a similar customer-facing role, ideally within a SAAS environment.
  • SAAS Expertise: Proven ability to work effectively with SAAS products and understand the technical aspects of the solutions you support.
  • Travel Industry Knowledge: Any experience working with travel agencies or in the travel sector.
  • Accounting Background (Bonus): Familiarity with accounting concepts or previous experience in accounting roles is a plus.
  • Relationship Builder: Strong interpersonal and communication skills, with the ability to build trust and rapport with customers and internal teams.
  • Problem-Solving Skills: Excellent ability to troubleshoot and resolve customer issues in a timely and efficient manner.
  • Organized & Proactive: Ability to manage multiple customer accounts and initiatives simultaneously while staying organized and focused on delivering results.
  • Team Player: Collaborative attitude and ability to work cross-functionally with sales, product, and support teams to drive customer success.

Qualifications:

  • 3+ years of experience in a Customer Success role, ideally with experience in SAAS.
  • MUST have with travel agencies or in the travel industry
  • Experience with these technologies is a plus: Ruby, MongoDB, AWS, ElasticSearch and Vue
  • Background or experience in accounting is a plus.
  • Strong communication skills, both written and verbal.
  • A customer-first mindset and a passion for helping others succeed.
  • Ability to adapt quickly to changes and thrive in a fast-paced, dynamic environment.
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