Customer Success Manager (Remote)

ProScore Technologies LLC is a leading provider of AI-powered workforce compliance solutions. The Customer Success Manager is responsible for engaging with clients to optimize their use of ProScore’s products, driving ongoing success and compliance, while managing client onboarding and custom projects.

Responsibilities:

• Become a subject matter expert in ProScore’s AI-powered compliance solutions, understanding all capabilities and potential customizations
• Maintain in-depth knowledge of industry-specific terminology and best practices to effectively communicate with clients
• Develop a strong understanding of compliance matters relevant to ProScore’s industry, especially related to the IRA and other regulatory frameworks
• Serve as a trusted advisor between clients and the product team, documenting client feedback, product improvements, and pain points
• Guide new clients through the initial stages of using the product or service, including setup, training, and initial support
• Engage with clients and their employees at all levels, from onsite personnel to C-suite executives, to build strong relationships
• Conduct virtual training sessions and system reviews for clients
• Collaborate closely with Product, Sales, and Support teams to meet client needs
• Manage client projects, ensuring successful completion and seamless implementation of ProScore’s AI-powered compliance tools
• Help clients identify and develop internal ProScore Subject Matter Experts (SMEs) or champions to foster deeper product understanding and engagement
• Maintain continuous, engaging communication with clients, providing timely guidance and assistance on how to leverage ProScore’s AI-powered tools
• Assist the Director of Customer Success in identifying and improving departmental efficiencies through better tools and processes
• Oversee day-to-day administrative duties, including managing timesheets, invoice preparation, billing accuracy, and resolving billing issues
• Prepare various reports, such as headcount or performance data, by pulling data from internal systems
• Act as the main point of contact for client communications, troubleshooting, and issue resolution, including managing functional email boxes
• Communicate regularly with project owners and ProScore Workforce Development Coordinators to ensure smooth operations

Requirements:

• Proven experience in customer success or similar roles, with strong client relationship-building skills
• Forward-thinking, proactive, and a problem solver
• Excellent verbal and written communication skills, comfortable with public speaking and conducting training sessions
• Ability to stay organized and manage multiple projects and clients simultaneously
• Familiarity with office software and browser configurations, with the ability to troubleshoot common client issues
• Ability to hold technical conversations with clients at all levels, from on-site personnel to senior executives
• Prior experience in SaaS, RegTech, or FinTech industries
• Bachelor's Degree
• Experience in conducting virtual and in-person presentations or training