Customer Success Manager II

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 for select clients with growth potential.
• Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimize 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 teams across the organization 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 enterprise customers, endorse partners, Top Affiliates and other businesses under your book of business.
• Identify missed opportunities within customer accounts, driving adoption and maximizing 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.

Requirements

• Bachelor’s Degree or equivalent SaaS experience is strongly preferred.
• At least 3+ 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.
• Demonstrates 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.
• Exhibits 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

• Health insurance
• Bonuses
• Professional development opportunities
• Flexible working hours
• Paid time off