Client Success Manager

About Us

We operate multiple SaaS platforms in the B2B Lead Generation space, with team members located throughout North America and Europe.

Job Summary

Location

Remote

Job Type

Full-time

Experience

3+ Years

The Opportunity

We're looking for an experienced Client Success Manager who will oversee a portfolio of assigned customers and liaise with cross-functional internal teams to manage and constantly improve the customer experience.

The ideal candidate is very passionate about customer service and has a natural desire to provide prompt, friendly, helpful, and professional support. A solid technical background is preferred - you don’t need to know how to read or write code - but you understand basic technical terminology and can have a comfortable conversation with a SaaS company about what they do and their business objectives.

This is a long-term, remote position. Preference will be given to candidates able to work within Western European or North American time zones. A reliable internet connection is required. We offer a base pay + performance-based commission.

Day-to-Day Responsibilities

• Have deep, working knowledge of the product, with the ability to conduct product walk-throughs, answer customer questions and troubleshoot issues

• Serve as the end-to-end, main point of contact for all customer account matters, including conducting onboarding calls and maintaining regular phone and email communication

• Review campaign performance, strategize with the internal team on potential areas of improvement, and present that to the customer

• Follow existing processes and identify areas of improvement

• Liaise with campaign and technical team through the CRM and maintain clear and comprehensive account notes

• Drive retention and growth among existing customers

Requirements

• Impeccable English (written and verbal)

• Previous Customer Support or Account Management experience

• Decent technical knowledge - You feel comfortable speaking to a SaaS company about their business

• LinkedIn experience - Beyond having a profile, you know how LinkedIn functions and could give an overview of all the features

• Strong organization skills - You are process-oriented and like to create your own systems to stay organized so nothing slips through the cracks

• Strong communication skills - You’re a great listener, good negotiator and have strong presentation skills

• Sharp attention to detail - Nothing gets past you. You can see the big picture and small details all at once

• Prior remote experience - Or the ability to work independently and successfully liaise with a distributed team