ItsaCheckmate

Lead, Customer Success Manager

ItsaCheckmate

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $100,000 - $110,000 per year

Job Level

Senior

About the role

  • Serve as the primary point of contact for superbrand and/or enterprise clients, addressing inquiries, resolving issues, and offering proactive solutions.
  • Build and maintain strong relationships with key stakeholders at client organizations, ensuring they are up to speed with the company's product offerings.
  • Monitor client satisfaction and ensure that their needs are consistently met.
  • Assist with onboarding new clients, ensuring they are set up for long-term success.
  • As the Primary POC for the Brand(s) assigned, it would be the Lead - Customer Success Management’s responsibility to work closely with the Customer Support Team to assist in tracking any open issues and providing updates on escalated issues to the Brand(s). Internal escalation should occur proactively if SLA's are unable to be met
  • Collaborate with internal teams, such as product, support, and operations, to troubleshoot and resolve client concerns.
  • Monitor client satisfaction levels and escalate concerns to senior team members when necessary.
  • Provide clients with product demonstrations, training, and best practices to help them maximize product usage.
  • Assist in creating client resources such as guides, FAQs, and tutorials.
  • Stay informed about product updates and communicate relevant changes to clients.
  • Develop strategies to improve client satisfaction and retention, ensuring clients achieve their business goals.
  • Conduct or prepare regular business reviews and meetings with clients to ensure satisfaction and identify opportunities for further collaboration. Work with the Account Management Team to identify opportunities to enhance client engagement and encourage the adoption of additional products or services.
  • Gather and analyze client feedback, sharing insights with the broader team to improve products and services.
  • Track account performance, generating reports and insights for clients and internal teams.
  • Use data to assess the success of the client journey and suggest improvements for future client transitions.

Requirements

  • Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience).
  • 4+ years of experience in client-facing roles within SaaS, with experience in onboarding and relationship management.
  • Ability to travel for brand visits for business reviews and brand conferences.
  • Excellent communication, interpersonal, and analytical skills with the ability to engage effectively with clients and internal teams.
  • Superior organizational and time management skills, with a capacity to handle multiple high-priority projects simultaneously.
  • Familiarity with tools like Asana, Trello, MS Project, or similar for managing projects and tracking progress.
  • Familiarity with CRM platforms (e.g., Hubspot) and customer success tools.
  • Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting.
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Flexible Paid Time Off
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Work From Home
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client onboardingrelationship managementdata analysisclient journey assessmentreport generation
Soft Skills
communicationinterpersonal skillsanalytical skillsorganizational skillstime managementadaptability
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in Management