Customer Success Manager

Role Overview

• Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention
• Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions.
• Lead and execute on-time client implementations while ensuring seamless onboarding and integration.
• Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimise customer success.
• Act as a key liaison for customer feedback, translating business needs and product requirements into actionable solutions.
• Maintain close collaboration with internal teams to ensure alignment, streamline processes, and meet customer expectations.
• Configure test, and validate customer accounts to confirm that products meet business needs and function as intended.
• Work cross-functionally within the Customer Success team to share knowledge, provide updates on customer engagements, and ensure smooth customer experiences.
• Adapt quickly to product updates, feature releases, and changes, providing strategic communication to stakeholders.
• Identify missed opportunities within customer accounts, driving adoption and maximising value through proactive training and support.
• Consult with clients on priorities related to upcoming feature roadmaps and product enhancements
• Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency.
• Demonstrate technical acumen by developing workable solutions aligned with customer goals
• Resolve issues and risks through collaborative, cross-functional efforts.
• Stay up to date with product developments, maintain expertise in features and functionality, and deliver consistent education to customers
• Exhibit a team-oriented attitude and a strong passion for customer success.
• Take ownership of short-turnaround projects and deliver results under tight deadlines
• Continuously improve customer relationship management processes to ensure optimal customer outcomes
• Perform other duties as assigned in response to evolving business needs.

Requirements

• Bachelor’s Degree or equivalent SaaS experience is strongly preferred
• At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization
• Prior experience using HighLevel or other similar vertical solutions preferred.
• Proficiency in applications such as MS Office, Google Suite, Zoom, and Slack is strongly preferred
• Demonstartes excellent time management, organizational abilities, and exceptional interpersonal communication skills, both verbal and written
• Self-Motivated and proactive in maintaining regular communication with customers, management, and peers to ensure alignment and progress.
• Exihibits strong critical thinking, effective communication, and creative problem-solving skills to address challenges and deliver solutions.
• Skilled in managing sensitive customer issues with professionalism, tact, and diplomacy
• Operates as a self-starter with a positive attitude, a strong sense of ownership, and a commitment to personal and professional growth within a dynamic team environment.
• Adept at multi-tasking and navigating ambiguity in a fast-paced, collaborative workplace, ensuring priorities are managed effectively
• Highly organized and capable of balancing multiple responsibilities while meeting deadlines and maintaining attention to detail.

Benefits

• Equal Employment Opportunity Information
• Voluntarily provide demographic information for compliance
• Affirmative action regulations compliance