Enterprise Customer Success Manager (SaaS)

We're seeking a passionate Customer Success Manager (CSM) to join our growing team! If you thrive in a dynamic environment, collaborating with bright minds to solve real problems and ensure client success,

In this role, you'll become a trusted advisor, guiding clients to maximize the value of our software solutions. You'll partner closely with project managers, technical consultants, and client stakeholders to understand their needs, develop strategic plans, and drive user adoption. Your efforts will directly impact client success, increasing benefit realization, value creation, and ROI.

Responsibilities include:

• Client Management: Build strong relationships with clients to understand their needs, schedule regular check-ins, and gather feedback. Analyze usage data to assess software effectiveness.
• Performance Monitoring: Report on key performance indicators (KPIs) relevant to client projects.
• Training and Support: Organize and facilitate training sessions to enhance software proficiency. Provide ongoing support and troubleshooting for clients.
• Feedback and Improvement: Gather client feedback on features and functionality, identifying areas for improvement. Conduct surveys to assess client satisfaction and usage challenges. Recommend best practices and solutions to clients, and prepare reports summarizing client progress, challenges, and success stories.

Requirements:

• Bachelor's degree with a minimum of 4 years of experience in a client facing role
• Experience with leading enterprise software customer support with SLA accountability
• Expertise with Zendesk (or similar tool)
• Creative problem solver, able to accomplish goals through a variety of processes and tools
• Strong analytical and communication skills
• Ability to deal with complex customer relationships