Customer Success Manager

About Our Client

Our client empowers developers to stop online fraud at the source. They focus on turning innovative ideas in the fraud detection space into reality. Their products are developer-centric, and their client base ranges from solo developers to publicly traded companies. The company operates remotely with a strong open-source focus. The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering customers to achieve their goals. The Customer Success Manager will act as a trusted advisor for a variety of customers from different industries, supporting them in onboarding, increasing user adoption, and ensuring positive renewal outcomes.

What you’ll be doing

– Facilitate the transition from implementation to go-live.

– Manage a portfolio of clients, ensuring high levels of satisfaction with the product.

– Create a plan to ensure client success.

– Conduct regular meetings with clients to make recommendations on using the product and future enhancements to ensure continued success in business processes.

– Provide best practice recommendations, expert-level application support, and assist in solving point-in-time challenges.

– Work with product development and technical support to resolve customer issues and concerns.

– Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks.

– Experience conducting virtual meetings with both internal and external customers.

– Travel may be required.

Who you are

– 2-3 years of experience in a Mid-Market/Enterprise SaaS Customer Success role.

– Experience with Zendesk and Salesforce is a huge plus.

– Based anywhere within North America.

Nice to haves

– Ability to prioritize, multitask, and engage effectively with customers.

– Effective at leading and facilitating meetings with stakeholders at various levels, including executives.

– Strong communication skills, with a focus on being personable, concise, and compelling in writing, conversation, and presentations.

– Empathy, diplomacy, and poise under pressure when addressing customer concerns.

– Collaborative team player who actively contributes to the group’s performance through knowledge-sharing and proactive collaboration.

Compensation Range

$130k – $150k OTE For cash compensation, standard ranges are set for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies.

Due to regulatory and security reasons, there are a limited number of countries where the hiring company cannot have team members based. Additionally, because the company is fully remote, team members can join from almost any country, but they do not sponsor visas.

Applicants must be authorized to work from their home location.