US•Chicago
Remote
Mid Level
Full Time
4 days ago
Customer Success ManagerSaaSCloudCRMRemoteHybrid
Requirements
- •3+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry.
- •Proven track record of managing a portfolio of customers and driving successful outcomes.
- •Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts.
- •Excellent communication, presentation, and interpersonal skills.
- •Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- •Analytical mindset with the ability to interpret data and derive actionable insights.
What You'll Do
- •Serve as a responsive resource for a diverse portfolio of customers leveraging our platform, ensuring they have access to the support and guidance needed to maximize and scale their cloud GTM success.
- •Collaborate closely with Account Manager to address retention risk by developing and performing mitigation tactics, and enhance overall customer satisfaction; Partner with your CSM counterpart to ensure a balanced workload and seamless customer support experience.
- •Support the development of, and execution of scalable success programs to drive one-to-many enablement, engagement, and adoption efforts.
- •Provide onboarding assistance, on-demand training, and best practice guidance to empower customers to maximize the value of our platform.
- •Serve as an extension of the Support, Onboarding, and Product teams to provide customers high-quality assistance and solutions, and collaborate cross-functionally to ensure a cohesive customer experience.
- •Facilitate ongoing communications with customers to answer questions, provide updates, and ensure alignment with their GTM goals.
- •Monitor customer health metrics and address concerns flagged by Account Managers to support retention and prevent churn.
- •Identify opportunities for upsell and expansion within the customer base and work closely with the Sales team to execute on them.
- •Document and share customer feedback to help inform product development and improvement initiatives.
- •Stay informed on industry trends, best practices, and competitive landscape to continuously provide value-added insights to customers.
Nice to Have
- •Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Churnzero, Catalyst) is a plus.
About AppDirect
AppDirect is a cloud-based software company that provides a platform for businesses to sell and manage their software subscriptions.
New York, NY, US
1000 - 5000
eCommerce