Our high-energy enterprise SaaS startup is launching to the world and we are seeking a Customer Success Manager to help guide our customers through implementation and an ongoing positive customer experience. Our product provides communication and transaction tools between major retailers and their suppliers (SME to Fortune 50) and this role is the primary point of contact with our users. 

Our Customer Success Managers act as the post-sale face of our organization, building brand relationships that promote retention & loyalty. They will serve as the singular contact through the onboard, training & execution of all new launches. Post-launch the CSM will be a strategic resource for all customers, ensuring we are achieving established goals through our technology.

This role will be remote to start and then will be flexibly based out of our office near Pasadena (Once covid-19 situation subsides).

Responsibilities

- Work closely with customers to ensure a smooth onboard experience
- Oversee the creation & execution of customer-facing technical training
- Support new and existing customers throughout partnerships
- Meet with customers on a regular cadence, scheduled according to their tier, to discuss performance/key learnings/improvements
- Be the voice of the customer to all internal teams advocating for software enhancements, features & programs that build on the value we provide
- Guide new and existing customers through best practices to achieve their goals with a data driven approach
- Use our data to shape/influence customer strategy
- Establish KPIs and measure progress against them
- Execute quarterly business reviews for all appropriate customers
- Manage all technical troubleshooting, escalating to internal teams when necessary
- Provide support to internal teams on various customer related efforts 
- Monitor churn risk and work closely with sales team to recommend optimizations accordingly
- Maintain knowledge base

About You

- 5+ years experience leading software (preferably SaaS) support/success
- Experience working in enterprise technology implementations
- Strong empathy for customers AND passion for revenue and the growth of your company
- Excellent communication and leadership skills
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement