About the roleWe are seeking an experienced B2b SaaS
Customer Success Manager (CSM) who is passionate about delivering exceptional customer experiences that result in value delivery. The CSM plays a critical role in ensuring our customers achieve their desired outcomes using Bettercomp. You will focus on driving business value from onboarding through renewal and beyond.
What you'll do:- Manage a book of customers with a focus on driving business value from onboarding through renewal.
- Communicate with all levels within a customer's organization to develop trusted relationships with executive sponsors, primary contacts, and end-users.
- Promote customer delight and loyalty by developing an understanding of their key HR / Compensation objectives and helping them achieve those objectives using Bettercomp.
- Ensure customers are aware of product updates and new features.
- Guide customers in their use of Bettercomp to facilitate the execution of cyclical compensation business processes.
- Participate in the initial product implementation as part of the Bettercomp implementation team (you'll be co-pilot during the implementation phase).
- Create a seamless experience for customers as they navigate early onboarding and ongoing product adoption.
- Function as a communications liaison between customers and internal teams post-implementation.
- Project manage customer needs by coordinating with internal cross-functional partners to ensure timely and effective resolution.
- Proactively monitor and manage customer health, risk, opportunities, and renewals.
- Identify process improvement opportunities, draft solutions, and advocate for change.
- Contribute to helping build our Customer Success function and processes
- Other projects as needed.
What you bring:- 5+ years of experience in a Customer Success Manager role for a B2b SaaS company
- Tech-savvy skills to align Bettercomp product functionality with customer requirements.
- Exceptional listening skills that help you better understand customer concerns and needs regarding the use of Bettercomp, and the ability to collaborate on troubleshooting issues as needed.
- Ability to analyze information and translate insights into actionable recommendations.
- A problem-solving mindset combined with self-motivation, proactivity, and excellent organization skills.
- Excellent communication skills (verbal and written), with the ability to successfully navigate potentially tough interactions.
- Exceptional ability to nurture positive business relationships.
- Integrity and the ability to show the highest level of confidentiality when working with sensitive data.
- Proven success in a collaborative, team-oriented environment.
What we offer:- Our fully remote position, based in the U.S., offers you the freedom to work from the comfort of your home, giving you the flexibility you've always wanted.
- Competitive compensation package that includes:
- Base salary range for this position: $80,000 - $90,000 (annuall,y based on experience and location)
- Equity
- Flexible PTO, generous company holidays
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
The pay range for this role is:
80,000 - 90,000 USD per year (Remote (United States))
