Customer Success Manager

• Customer Onboarding: Assist new customers in getting started with our product, providing guidance, and training, and ensuring a smooth onboarding process.
• Account Management: Develop and maintain strong relationships with key customer accounts. Act as their main point of contact and advocate within the company. Exploring expansion opportunities and PLS
• Product Expertise: Become an expert in our SaaS product(s) and stay updated on new features and enhancements. Be able to effectively communicate product benefits and solutions to customers.
• Customer Training: Create and deliver training materials and webinars to help customers maximize the value of our product.
• Customer Support: Address customer inquiries, resolve issues, and escalate when necessary. Ensure timely responses to customer support tickets.
• Customer Feedback: Gather customer feedback, case studies, quotes, g2 reviews, and insights to provide input to the product development team for continuous improvement.
• Renewals and Upselling: Monitor customer usage and work on renewing subscriptions. Identify opportunities for upselling and cross-selling additional services or features.
• Customer Success Plans: Collaborate with customers to create and execute customer success plans that align with their goals and objectives.
• Churn Prevention: Proactively identify and address factors that may lead to customer churn. Develop strategies to mitigate churn and increase customer retention.
• Reporting: Maintain and provide regular reports on customer engagement, satisfaction, and product usage to internal stakeholders.

• Bachelor's degree in a relevant field (Business, Marketing, Computer Science, etc.).
• Previous experience in a Customer Success role, preferably within the B2B SaaS industry.
• Strong communication, interpersonal, and relationship-building skills.
• Excellent problem-solving abilities and a customer-centric mindset.
• Proven ability to work independently and as part of a team.
• Familiarity with Customer Relationship Management (CRM) software is a plus.

• You're data-driven and customer-focused
• You have excellent communication written and oral (a must-have for remote teams)
• You measure your results & automate when possible
• You get 10% better at something every week
• You have an internal compass and take accountability & initiative
• You thrive in globally distributed, 100% remote teams

• Competitive compensation
• Work remotely from anywhere
• Opportunities to move laterally within a team and grow rapidly
• Paid time off and flexible leave policy
• A "no boss" culture that empowers you to take ownership
• Flexible working hours to fit your lifestyle
• LGBTQ+ friendly
• Fun international offsite to connect and recharge
• Tech reimbursements to support your work

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