Customer Success Manager

Full time

Department :

Sales

Location :

Remote

Min. Experience (Yr's):

Description

CloudEagle helps finance,operations & IT teams save on software spend and helps streamline the renewal and buying process. We have helped several companies like Iceye, Wefunder, Armory save 10-30% on their software spend and hundreds of hours renewing and buying apps. We offer a money-back guarantee, in the rare case that we are not able to save on spend, we refund our fees back to the customer. We are seeking an experienced and dynamic Customer Success Manager to join our team. As a Customer Success Manager, you will play a critical role in driving customer success and satisfaction, maximizing customer lifetime value, and fostering long-term relationships with our clients.

Responsibilities

Drive customer success: Develop and implement strategies to ensure customer success, adoption, and retention. Build strong relationships with key stakeholders, understanding their business goals and aligning our solutions to meet their needs. Proactively identify opportunities to drive value and upsell/cross-sell products and services.Address customer concerns, challenges, and escalations, working closely with internal teams to find effective solutions.
Customer onboarding and training: Oversee the onboarding process for new customers, ensuring a smooth and successful implementation of our products or services. Develop and deliver customized training programs to educate customers on product features and best practices. Monitor customer adoption and usage, identifying areas for improvement and providing proactive guidance and support.
Customer health monitoring and analysis: Monitor customer health metrics, such as customer satisfaction, product usage, and renewal rates. Analyze customer data and feedback to identify trends, insights, and opportunities for improvement. Develop and execute action plans to address any red flags, mitigate risks, and improve overall customer experience.
Collaboration and communication: Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure seamless customer experiences and drive customer success initiatives. Effectively communicate product updates, new features, and best practices to customers, promoting product adoption and utilization.

Preferred Skills

Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred).
3-4 Years of experience working as a Customer Success Manager.
Proven experience as a Customer Success Manager or similar customer-facing role in a B2B environment.
Demonstrated leadership experience, with the ability to mentor and manage a team effectively.
Excellent interpersonal and communication skills, with the ability to build strong relationships with customers and internal stakeholders.
Strong analytical and problem-solving skills, with the ability to interpret customer data and derive actionable insights.
Goal-oriented mindset, with a track record of meeting or exceeding customer success targets.
Technical aptitude and the ability to quickly learn and understand complex products or services.
Experience in the SaaS industry or working with technology solutions is a plus.
Passion for delivering exceptional customer experiences and driving customer success.
Should be comfortable working in EST/PST hours.

Nice to have

Creative
Self-driven
Ability to communicate clearly and to effectively influence others
Experience or willingness to learn

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