Customer Success Manager

Job Summary

To enhance partner relationships, the full-time Customer Success Manager will manage customer escalations, coach partner Customer Success Managers, and achieve retention and expansion goals while working remotely.

Key responsibilities

• Achieve NPS/CSAT scores, retention, churn mitigation, renewals, and expansion goals through effective territory management
• Coach partner Customer Success Managers on best practices to excel in customer success
• Own and manage customer escalations, coordinating across departments for resolution

Required qualifications

• 5+ years of experience in SaaS or ERP, preferably in Sales, Implementation, or Support roles
• Experience with high-stakes account management, subscription renewals, and churn mitigation
• Ability to effectively interact with C-Level executives of companies with 100+ employees
• Proficiency in managing tense situations and bringing them to resolution
• Strong passion for driving customer satisfaction and making informed business decisions