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Customer Success Manager - SaaS

Job Title: Customer Success Manager - SaaS
Contract Type: Permanent
Location: New York
Industry:
Salary: OTE up to $120K
Start Date: ASAP
Contact Name: Theodore Rayden
Contact Email: theodore@intelletec.com
Job Published: about 2 hours ago

Job Description

 

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.

 
OTE up to $120K
Please contact theodore@intelletec.com