We are seeking an experienced Customer Success Manager with a strong background in SaaS and proven managerial experience to join our dynamic team in Springville, UT. This individual will play a critical role in driving customer satisfaction, retention, and growth by building and nurturing strong client relationships, leading a high-performing team, and ensuring the seamless adoption of our SaaS solutions. If you are passionate about customer success, thrive in a fast-paced environment, and are eager to travel to connect with clients, we'd love to hear from you!
Key Responsibilities:
Customer Relationship Management:
Serve as the primary point of contact for key accounts, ensuring a deep understanding of their needs and goals.
Develop and execute customer success plans to drive adoption, value realization, and customer satisfaction.
Conduct regular business reviews and strategic planning sessions with clients to ensure alignment with their objectives.
Team Leadership:
Lead, mentor, and develop a team of customer success professionals, fostering a culture of excellence and collaboration.
Establish clear performance metrics, conduct regular evaluations, and provide actionable feedback to the team.
Collaborate with internal departments to ensure customer needs are effectively communicated and addressed.
Customer Retention and Growth:
Proactively identify opportunities for expansion sales.
Monitor customer health metrics, anticipate challenges, and implement strategies to mitigate churn.
Partner with the sales team to support renewals and expansion opportunities.
Travel and On-Site Engagement:
Travel up to 40% of the time to meet with clients, conduct on-site workshops, and represent the company at industry events.
Build trust and deepen relationships through in-person interactions with key stakeholders.
Strategic Initiatives:
Develop and implement scalable processes and best practices for customer success management.
Provide customer insights and feedback to influence product development and overall business strategy.
Stay current on industry trends and contribute to thought leadership initiatives.
Qualifications:
Bachelor's degree in Business, Marketing, or a related field; MBA is a plus.
Minimum of 5 years of experience in a SaaS customer success or account management role.
At least 2 years of managerial experience leading customer success or account management teams.
Strong interpersonal and communication skills with a proven ability to build and maintain client relationships.
Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
Demonstrated ability to analyze data and translate insights into actionable strategies.
Willingness to travel domestically up to 40% of the time.
Why Join Us?
Be part of a fast-growing start-up company with opportunities for career growth.
Work in a collaborative and supportive environment.
Competitive salary and benefits package, including health, dental, and PTO.
If you are a results-driven leader passionate about creating exceptional customer experiences, we encourage you to apply and join our team in Springville, UT!