Senior Customer Success Manager, PEO
Deel
Customer Success Manager
CATALIS
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Manage customer relationships by communicating regularly, presenting areas of opportunity and growth, and ensuring successful continued partnerships
- Conduct account reviews (status, tickets, education on releases, highlighting new solutions)
- Execute (create and update) renewal contracts not automatically renewed and ensure contracts in place for all services and subscriptions
- Oversee and escalate billing and collections issues
- Handle customer satisfaction escalations (support, CSAT, expectation mismatch, executive sponsorship alignment)
- Manage reference relationships and maintain a reference list
- Identify and quantify retention risk and create/execute retention remediation plans
- Onboard new customers, including training recommendations and facilitation
- Identify cross-sell opportunities with key accounts and highlight new solutions during account reviews
Requirements
- At least 2 years’ experience as a Customer Success Manager, preferably at a SaaS or technology company
- Track record of customer facing roles
- Bachelor's degree in business, marketing, communications or a related field
- Strong verbal and written communication and customer engagement skills
- High agility and capability of managing many simultaneous customers, projects and engagements
- Comfortable working across multiple departments/teams to achieve customer outcomes
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Software industry experience preferred/a plus
- Must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check
Benefits
- A dynamic and supportive work environment in a mission driven organization
- Competitive salary and benefits package, including health, dental, vision insurance
- Unlimited PTO (paid time off)
- HSA and FSA options
- 401(k) plan with matching contributions
- Paid parental leave
- ABLE matching contributions for the disability community
- Employer paid short term and long-term disability insurance and group term life insurance
- Financial and legal assistance through our EAP (Employee Assistance Program)
- Opportunities for professional development and career advancement
- The chance to make a significant impact on the delivery of government services and the lives of citizens.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer relationship managementcontract managementbilling and collectionscustomer satisfaction managementretention risk analysisonboardingcross-sellingaccount reviewstraining facilitation
Soft skills
communication skillscustomer engagementagilitymultitaskingteam playerself-starterproject managementproblem-solving
Certifications
Criminal Justice Information Services (CJIS) training
