Customer Success Manager - SaaS

A fast growing Series B cloud-based company that helps procurement professionals source fast and make a bigger business impact are rapidly increasing their sales team.

My client serves over 95 enterprises across a wide range of markets including technology, retail, restaurants, manufacturing, hospitals, and Universities, and have a wide range of clients.

Responsibilities:

Customer Success Managers represent the primary point of contact to customers after customers go-live.  As such, they provide three critical functions:

• Work with / coach customer teams to drive customer success strategies and to achieve customer success goals.

• Provide communication to customers regarding new product capabilities and other critical information.

• Provide a consistent point of contact for customers and a “concierge” into other functions and resources.

Specific goals center on the following:

• Customer success

• Customer referencability

• Customer renewal and growth of annual contract value.

• Customer solution expansion

Key activities include:

• Participate in customer success metrics workshops

• Develop customer success roadmap

• Conduct scheduled customer check-ins

• Drive periodic business reviews

• Manage renewals

• Monitor customer performance.

• Manage customer relationships

• Establish role as trusted advisor

• “QB” internal resources as needed

• Share best practices ideas and product information

• Support/drive customer campaigns

Requirements:

• Strong background in customer / client management.

• Business consulting experience with demonstrated success in the following:

  • Managing client expectations

  • Developing and maintaining executive relationships and associated influencing strategies

  • Project management including managing disparate, cross-functional, cross-enterprise project teams

  • Ability to have value-based conversation with business executives

• Experience managing products, product offerings and customer experience with products

• Strong organizational skills

• Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams.

• Background in software and SaaS solutions a plus.

• Minimum bachelor’s degree required – master’s degree a plus.