As the Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will work with a team of Customer Success Managers and collaborate closely with cross-functional teams to drive customer adoption, retention, and expansion. Your primary focus will be on building strong relationships with key stakeholders, understanding their business goals, and guiding them to maximize the value of our SaaS platform.
Responsibilities:
Collaborate with Sales, Marketing, and Product teams to align customer success strategies with overall company objectives.
Develop and implement customer success programs to drive product adoption, retention, and expansion.
Proactively identify and address customer challenges, ensuring timely resolution and overall customer satisfaction.
Conduct regular business reviews with key accounts to assess their needs, address concerns, and explore opportunities for upsell or cross-sell.
Analyze customer usage data to identify trends and insights, providing actionable recommendations to enhance customer success.
Serve as the escalation point for critical customer issues, working closely with internal teams to ensure prompt resolution.
Develop and maintain a deep understanding of our SaaS platform, staying informed about updates and new features.
Collaborate with the Product team to provide customer feedback and insights for continuous product improvement.
Measure and report on key performance indicators related to customer success, providing regular updates to senior leadership.
Qualifications:
Proven experience in a Customer Success leadership role within a SaaS company.
3+ years of experience using JIRA
Excellent communication and interpersonal skills.
Analytical mindset with the ability to derive insights from data.
Results-oriented with a focus on customer satisfaction and retention.
Familiarity with the Insurance/Finance Industry and understanding of SaaS business models.
Ability to thrive in a fast-paced and dynamic environment.
Experience working with CRM tools and customer success platforms.
Lumen Resources:
At Lumen Resources you will be partnering with trained recruiters who will guide you through discovering a brighter future. Our recruiters are concise and efficient in all interactions, hold exceptional communication, and will support on resume writing and interview preparation, so you can land any position you want!