DevSavant

Client Success Specialist

DevSavant

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Client Onboarding: Lead and manage the onboarding process for new clients, ensuring a smooth transition onto the platform. Deliver training, resources, and guidance to help clients quickly realize the value of their investment.
  • Client Relationship Management: Build strong, trust-based relationships with clients, serving as their primary point of contact throughout the lifecycle. Act as a proactive advocate by understanding client goals, identifying pain points, and providing tailored recommendations.
  • Maximizing Product Adoption: Promote product adoption by educating clients on new features, functionalities, and best practices. Conduct regular check-ins to ensure clients are leveraging the platform effectively to achieve objectives.
  • Client Retention & Growth: Identify opportunities for expansion and upselling. Ensure clients remain engaged, satisfied, and motivated to renew subscriptions. Resolve issues quickly to support long-term retention.
  • Client Advocacy: Serve as the voice of the client internally, sharing feedback to influence product improvements. Contribute to the creation of success resources such as FAQs, guides, and best practice documentation.
  • Problem Resolution: Address and troubleshoot client concerns in a timely and professional manner. Collaborate with internal teams to resolve complex issues and escalate when necessary.
  • Performance Metrics & Reporting: Monitor and report on key metrics such as adoption rates, CSAT, NPS, and renewals. Use data-driven insights to continuously improve the client experience.
  • Cross-Functional Collaboration: Work closely with Sales, Product, and Marketing teams to deliver a seamless client experience. Provide input to help shape strategies based on client feedback and market trends.
  • Industry Engagement: Represent the company at industry events, client meetings, and conferences to build relationships and stay updated on trends.

Requirements

  • Experience: 5 + years in client success, account management, or a similar role, preferably in the SaaS industry. Background in accounting, finance, or technology sectors is a plus.
  • Client-Centric Mindset: Passion for client success with a proven track record of building strong relationships and driving long-term retention.
  • Strong Communication Skills: Exceptional written and verbal communication abilities; skilled at simplifying complex concepts and comfortable presenting to groups of all sizes.
  • Problem-Solving Ability: Adept at identifying issues, proposing solutions, and managing client expectations. Resourceful in troubleshooting product-related challenges.
  • Project Management Skills: Strong organizational and time management skills with the ability to manage multiple accounts, prioritize, and meet deadlines.
  • Technical Aptitude: Comfortable using SaaS products and technical tools, with the ability to learn new platforms quickly. Familiarity with CRM tools, client success platforms, and reporting systems is a plus.
  • Collaboration & Teamwork: Strong interpersonal skills and the ability to work effectively across teams and departments.
  • Education: Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.
  • Travel: Willingness to travel occasionally for client meetings, company gatherings, and industry events.