About the Role:
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!