Senior Manager, Customer Success
insightsoftware
Cloud
Customer Success Manager – SaaS Implementation
Golden Pear Funding
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Florida, Maryland, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $85,000 per year
Job Level
Mid-LevelSenior
About the role
- Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
- Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
- Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
- Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
- Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
- Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
- Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
- Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.
Requirements
- 3+ year of experience in SaaS software implementation
- Must have experience supporting SMB customers
- Early stage start-up experience strongly preferred
- Background in community health work or health tech is a plus
- Strong problem-solving skills and ability to handle complex client issues effectively
- Excellent communication and interpersonal skills, with a customer-centric approach
- Ability to work independently and manage multiple priorities in a fast-paced environment
- Proficiency in relevant software tools and platforms, including CRM systems
- Bi-lingual English/Spanish preferred
Benefits
- Unlimited PTO
- Health, dental, and vision insurance
- Health and Wellness Stipend
- Professional Development Stipend and Tuition Reimbursement
- Co-working Stipend
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaS software implementationproblem-solvingclient support
Soft skills
communicationinterpersonal skillscustomer-centric approachability to work independentlytime management
