Customer Success Manager – AI SaaS
Toma
Associate Customer Success Manager
DeleteMe
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Ensure a successful client retention experience for DeleteMe Public Sector customers, specifically within the education and local government verticals.
- Understand DeleteMe customer’s business needs and opportunities for growth with existing customers
- Act as a product expert and representative for DeleteMe’s customers and customer advocate with internal DeleteMe stakeholders (Voice of the Customer)
- Work cross-functionally with a variety of departments on projects to enhance the product and customer experience
- Develop best practices for client engagements and deliver value adding customer engagements on an ongoing basis
- Provide Executive Business Reviews to high value customers to demonstrate product value
- Maintain Salesforce records to ensure data cleanliness.
- Mitigate logo churn and increase renewal rates; partner with sales to create excellent net renewal rates.
- Help create a referenceable pipeline of customers to highlight and elevate the DeleteMe brand and overall brand awareness throughout the privacy industry
Requirements
- A minimum 3+ years of experience working as a Customer Success Manager, Onboarding Manager, or Account Manager, or commensurate experience.
- Prior federal, state, or local procurement process experience and/or knowledge.
- Experience working for or with Public Sector organizations (Federal Government agencies, government contractors, SLED, etc).
- Existing awareness of needs, opportunities and challenges that are specific to the Public Sector space to advance adoption of technology platforms and encourage relevant use cases.
- Experience working in a fast-paced SaaS environment.
- Experience developing deep client relationships to understand client needs and helping to optimize the customer experience.
- Experience with churn mitigation and renewal management.
- Experience increasing product adoption, net retention, and continually improving the overall customer experience.
- Experience working cross-functionally with sales, marketing, product, and support teams to drive positive customer outcomes.
- Experience with project management principles and how to effectively manage stakeholder expectations.
- Experience within the Privacy, Security, or Threat Intelligence industry is a huge plus.
Benefits
- Comprehensive health benefits - Medical, Vision, Dental
- Flexible work schedule
- 100% work from home
- Generous 401k matching up to 6%
- 20 days paid time off
- 15 sick days
- 12 company-paid holidays
- Childcare expense reimbursement
- Fitness and cell phone reimbursement
- Birthday time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementonboarding managementaccount managementchurn mitigationrenewal managementproduct adoptionnet retentionproject management
Soft skills
client relationship developmentcross-functional collaborationstakeholder managementcommunicationcustomer advocacy
