2+ years of experience in customer success, account management, or consulting (preferably in SaaS)
Strong relationship management skills with an empathetic approach
Technical proficiency to bridge gaps between technical and non-technical discussions
Excellent communication skills, both written and verbal
Data-driven mindset for making strategic decisions based on metrics
Strong project management skills to manage multiple tasks in a fast-paced setting
Experience with Microsoft Dynamics or CSP programs
Responsibilities
Guide customers to success through strategic account planning that enhances adoption and retention
Monitor and analyze customer usage data for insights into trends and potential risks
Gather customer feedback to inform product enhancements and internally advocate for user needs
Collaborate across teams including onboarding and support to ensure an optimal customer experience
Find paths for customers to leverage the full capabilities of Work 365
Manage customer product catalogs, including subscriptions and invoicing
Ensure compliance with contracts during renewals and expansions
Handle customer escalations, addressing business and technical challenges promptly
Benefits
Opportunity to work closely with C-level executives and founders
Focus on customer-centric strategies in a fast-growing scale-up environment
Cross-functional collaboration with various internal teams
Exposure to various customer needs, driving product improvements
Environment that fosters problem-solving and quick decision-making
Full Job Description
Job Type
Full-time
Description
As a Customer Success Manager, you will partner with customer stakeholders to understand their business objectives and align Work 365's solutions accordingly, supporting growth in our scale-up accounts and interacting with founders, owner-operators, and other C-level executives within our scale-up accounts. You will monitor customer adoption, drive engagement, and support customers throughout their journey. This role is ideal for someone with a strong technical aptitude, customer-first mindset, and problem-solving skills.
Key Responsibilities
Guide customers to success by developing and executing strategic account plans focused on adoption, retention, and measurable outcomes
Monitor and analyze customer usage data to identify adoption trends, risks, and opportunities
Gather customer feedback to drive product improvements and advocate for user needs internally
Collaborate cross-functionally with onboarding, technical support, and product teams to resolve issues and optimize customer experience
Find paths for success, helping them unlock the full potential of Work 365's features
Manage and maintain customer product catalogs, including subscriptions, invoicing, and CSP integrations
Ensure contract adherence while supporting clients through renewals, expansions, and changes
Support customer escalations, troubleshooting business and technical challenges efficiently
Requirements
2+ years of experience in customer success, account management, consulting, or a related role (SaaS or software experience preferred)
Strong relationship management skills, with a customer-centric and empathetic approach
Technical proficiency-comfortable explaining complex processes to both technical and non-technical stakeholders
Excellent communication skills (written, verbal, and presentation)
Data-driven mindset, able to use metrics and analysis to make strategic decisions
Project management skills-capable of juggling multiple priorities in a fast-paced environment
Experience with Microsoft Dynamics, Power Apps, or CSP programs
Strong troubleshooting and problem-solving skills, with a proactive approach to issue resolution
Detail-oriented with a sense of urgency, thriving in an environment that requires quick responses
