Customer Success Manager
H1
full-time
Posted on:
Location Type: Remote
Location: New York • United States
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Salary
💰 $88,000 - $110,000 per year
About the role
- Serve as the primary point of contact for all client engagements, ensuring alignment on objectives and expectations.
- Partner with key stakeholders to drive adoption, engagement, and strategic alignment of our platform within their organization.
- Conduct regular business reviews to track KPIs, identify opportunities for growth, and mitigate risks.
- Plan and execute user training sessions, ensuring adoption by equipping clients with best practices that fit their specific use cases and needs.
- Take a “teach-to-fish” approach, empowering users with self-service capabilities while providing hands-on support when needed.
- Navigate multiple complex projects across various business units within a client’s organization.
- Track program performance metrics and analyze reports to identify trends, gaps, and opportunities.
- Develop and deliver executive-level presentations summarizing impact, progress, and ROI.
- Proactively monitor customer sentiment, identifying early warning signs of risk.
- Strategically de-escalate critical situations, ensuring alignment with client goals and expectations.
- Serve as a trusted advisor, advocating for client needs internally while balancing business objectives.
- Work closely with engineering, product, and support teams to resolve client challenges efficiently.
- Provide structured feedback to inform the product roadmap and improve the customer experience.
- Collaborate with internal teams to ensure seamless handoffs across different phases of the customer journey.
- Drive to increase MAUs, NPS, CSAT, and ARR
Requirements
- 3+ years experience working in Customer Success, Account Management, or Client Services for an Enterprise SaaS company
- Experience working in or with Life Sciences, a plus for Medical Affairs or Clinical experience
- Experience with project management of high priority and complex accounts
Benefits
- Full suite of health insurance options, in addition to generous paid time off
- Pre-planned company-wide wellness holidays
- Retirement options
- Health & charitable donation stipends
- Impactful Business Resource Groups
- Flexible work hours & the opportunity to work from anywhere
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementKPI trackingdata analysisuser trainingpresentation developmentcustomer sentiment monitoringrisk mitigationcustomer experience improvementSaaS
Soft skills
client engagementstakeholder partnershipstrategic alignmentproblem-solvingcommunicationadvocacycollaborationde-escalationempowerment