Customer Success Manager

A US-based SaaS company has partnered with public safety agencies to revolutionize K-9 documentation. Their platform empowers K-9 Handlers and Supervisors to elevate their performance while simplifying records management. Users can seamlessly document training and deployments in real-time through their web-responsive platform and mobile app.

Are you ready to embark on an adventure that combines your love for animals with your passion for helping customers? The client seeks a vibrant, self-driven individual to join our team as a Customer Success Manager. This role is for a proactive and experienced individual who will be pivotal in managing customer relationships, ensuring customer satisfaction, and driving retention. As the first dedicated CSM, you will take ownership of onboarding, support, and account management processes. You’ll also contribute to creating a robust help center to enhance customer experience and operational efficiency.

Key Responsibilities:

• Customer Onboarding: Lead the onboarding process for new customers using established email scripts and processes and occasionally lead team training.
• Account Management: Maintain and grow relationships with existing accounts.
• Customer Retention: Actively engage with customers to ensure satisfaction, address issues, and drive long-term retention.
• Free Trial Management: Oversee the initial free trial process to ensure potential customers have a seamless experience.
• Inbound Support: To resolve issues efficiently, provide customer support via email and phone (using JustCall).
• Knowledge Base Development: Create structured knowledge base articles, SOPs, and how-to guides to support customer education.
• Data Management: Export client records from legacy systems as needed during transitions.
• Process Improvement: Work closely with the team to identify and implement process optimizations.
• Availability working within US hours – Mountain and Pacific timezone.

Qualifications

Must-Haves:

• Experience: A proven track record as a Customer Success Manager in a small tech/SaaS environment is a must!
• Communication Skills: Excellent written and verbal English.
• Client-oriented approach: you are deeply committed to understanding customer needs and providing tailored solutions that ensure their success.
• Technical Skills: Tech-savvy with the ability to troubleshoot and learn new tools independently.
• Documentation: Prior experience creating SOPs, knowledge base articles, and detailed guides.
• Self-Starter: Comfortable owning responsibilities in a fast-paced, startup-like environment.

Nice-to-Haves:

• Familiarity with Help Scout or similar CRM tools.
• Experience with ClickUp or similar project management tools.
• Familiarity with customer support platforms and knowledge base tools.

Why Join the Team?

• Be part of a company that makes a meaningful impact on public safety.
• Work in a supportive, collaborative environment that values innovation and efficiency.
• Opportunity to shape and own the Customer Success function within a growing company.

If you’re passionate about customer success, thrive in a SaaS environment, and are eager to take on a dynamic, impactful role, we’d love to hear from you!