Customer Success Manager

Job Summary

To achieve world-class customer satisfaction and retention goals, the full-time Customer Success Manager will manage a portfolio of channel partners, coach their Customer Success Managers, and handle customer escalations while working remotely.

Key responsibilities

• Achieve NPS/CSAT scores, retention, and expansion goals through effective territory management
• Coach partner's Customer Success Managers on best practices for customer success
• Own and manage customer escalations, coordinating with various departments for resolution

Required qualifications

• 5+ years of experience in SaaS or ERP, preferably in Sales, Implementation, or Support roles
• Located in the USA
• Experience with high-stakes account management, subscription renewals, and churn mitigation
• Proficient in managing tense situations and resolving conflicts effectively
• Passionate about driving customer satisfaction and coaching others