Managing Partner at Upcruit Business Services
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Manager - Customer Success - SaaS Product (3-5 yrs)
Customer Success Manager
What you Will do ?
- Work with the leadership team to define Customer Success strategy, and annual and quarterly goals including retention and expansion targets
- Help create the Customer Success playbook for the client lifecycle, from sales handoff through to advocacy and successful renewals
- Serve as a partner and direct point of contact for your clients driving onboarding, training, and ongoing support to establish and maintain productive relationships
- Facilitate dialogue between our clients and internal teams, solve requests and issues, and follow up on action items from the regular client and team meetings and periodic business reviews
- Stay on top of client needs, acting proactively and swiftly for workflow optimization, as well as ad-hoc requests.
- Regularly hunt for opportunities to connect with clients for training, regular discussions, and feedback. Also, proactively advocate the client needs to internal teams within company
- Monitor client health, regularly report to the leadership team, and coordinate and execute remedial action where needed
- Strategize and devise our client outreach strategy to regularly update our clients with new product updates and features
- Lead our customer marketing efforts by working with clients to produce testimonials and case studies and to gain agreement from references for other sales prospects
Who we are looking for :
- 3-5 years in Customer Success or Account Management preferably in a SaaS product company
- Strong communication skills, and fluency in spoken and written English
- Management experience with a proven ability to inspire and develop individual teammates is a plus
- You are extremely proactive and take ownership over your work and impact.
- You can work well with open-ended problem statements to find solutions and can act without explicit instructions
- You are versatile, with diverse experience and interests that will allow you to flex as a generalist as part of a small, early-stage team
- You are a creative thinker who is not afraid to think big or recommend non-traditional ideas and solutions.
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