Customer Success Manager - Enterprise SaaS Remote

About the Role

We're seeking a dedicated Customer Success Manager - Enterprise Remote to join our dynamic team. In this role, you will be pivotal in ensuring our enterprise clients achieve their desired outcomes while using our SaaS solutions. You will work closely with clients, ensuring they are fully onboarded and supported, ultimately driving customer satisfaction and retention.

What You'll Do

• Manage a portfolio of enterprise clients, ensuring they receive exceptional service and support.
• Act as the primary point of contact for customer inquiries and issues, providing timely resolutions.
• Develop and maintain strong relationships with key stakeholders within client organizations.
• Conduct regular check-ins and business reviews to assess client satisfaction and identify opportunities for growth.
• Collaborate with sales and product teams to ensure customer feedback is incorporated into future product developments.
• Lead onboarding processes for new clients, ensuring a smooth transition and setup.
• Analyze customer data to identify trends and areas for improvement in service delivery.
• Drive initiatives to improve customer engagement and retention, focusing on net revenue retention metrics.

Requirements

• 3-5 years of experience in customer success or account management, preferably within the SaaS industry.
• Strong understanding of CRM systems, particularly Salesforce.
• Excellent communication and interpersonal skills, with the ability to engage with executive-level stakeholders.
• Proven track record of managing enterprise accounts and driving customer satisfaction.
• Ability to analyze data and derive actionable insights to improve customer experience.
• Experience with project management and change management methodologies.
• Strong problem-solving skills and a proactive approach to client management.

Nice to Have

• Experience in the fitness or financial technology sectors.
• Familiarity with risk analysis and fraud detection processes.
• Sales training experience or background in SaaS sales.

What We Offer

• Competitive salary range of $90,000 - $120,000 annually.
• Gender neutral paid parental leave programs.
• Extra days off to volunteer in the community.
• Unlimited access to LinkedIn Learning for professional development.
• Diversity & inclusion initiatives to foster a supportive work environment.
• Access to free mental health support services.
• Flexible working arrangements to promote work-life balance.