Customer Success Manager

Software Guidance & Assistance, Inc. is searching for a Customer Success Manager for a contract assignment with one of their premier SaaS clients in a remote role. The role focuses on ensuring customer success, managing renewals, and driving product adoption.

Responsibilities:

• Accountable for overall customer success including renewals, adoption, health, and satisfaction
• Builds success plans, networks within accounts, drives adoption of Adobe Experience Cloud products, identifies risk and leads "get well " plans, acts as internal voice of the customer, and contributes to ongoing process improvements

Requirements:

• SaaS/digital marketing Customer Success experience
• strong communication, consulting, and conflict navigation
• program management within large organizations
• executive-level facilitation and C-suite presentations
• account planning
• ability to prioritize under pressure
• knowledge of digital marketing/media software
• Program Management — navigating large orgs, driving change across groups
• Executive Facilitation — leading C-suite meetings, workshops, and presentations
• Account Planning — customer success plans, strategy/roadmap alignment
• Customer Engagement Modeling — tracking and evolving business goals
• Data-Driven Adoption Analysis — using data to track progress along a maturity curve
• Conflict Mediation — navigating and resolving friction across stakeholders
• Digital Marketing Platform Knowledge — Adobe Experience Cloud specifically, broader martech familiarity