Develop a deep understanding of our B2B SaaS product and its use cases in the public sector.
Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service.
Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
Prepare customer estimates, quotes and contract amendments managing upsell opportunities in Salesforce.
Monitor customer health indicators and respond to potential risk factors for customer retention.
Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
Attending and assisting with webinars, and events, connecting with customers and expanding our customer community.

Bachelor's degree in business, communications, computer science, or related field
1 + year(s) of experience in customer success, customer support, or a related field
Proven track record of developing and implementing successful customer experience strategies
Experience in project management, including the ability to manage multiple projects simultaneously
Proficient in Salesforce, Microsoft Office, and other relevant software applications

Customer Success Manager – Budgets

Key skills