Client Success Manager

Dakota Software; Clayton (NC); Remote; USD 90,000 - 120,000; Full time

Job summary

Dakota Software is hiring a Client Success Manager for a fully remote role. You will be the main point of contact for clients, guiding implementation, ensuring adoption, and demonstrating business value to drive retention.

Responsibilities include onboarding, risk management, and expanding relationships across major accounts. The ideal candidate has a bachelor's degree in a related field and prior experience in customer-facing roles, especially in SaaS.

Qualifications

• Bachelor's degree in Sales, Business Administration, or related field.
• Experience in a customer facing role, such as customer success, account management, sales or consulting.
• Experience in Customer Success in a SaaS business preferred.
• SaaS software sales experience preferred.
• Skilled in time-management and prioritization to meet close deadlines.
• Ability to deliver high-quality presentations.

Responsibilities

• Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources.
• Project manage client onboarding to successful outcomes, accelerating the time they begin finding value.
• Collaborate with the Business Analyst to determine a solution to client request and project approach.
• Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones.
• Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites.
• Manage and facilitate project communications to stakeholders and project team members.
• Identify and manage project risks, and work with clients to avoid or minimize impact.
• Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features.
• Mine current customer relationships for up-sale possibilities, expansions and renewals.
• Keep management abreast of developments in major accounts.

Skills

Customer success

SaaS sales

Time management

Presentation skills

Stakeholder management

Education

Bachelor's degree in Sales, Business Administration, or related field

Job description

THIS POSITION IS FULLY REMOTE Applicants need to reside in one of the following states: The Client Success Manager serves as the primary contact for new and existing clients, advising and guiding them through implementation of the software, ensuring they adopt it widely and ultimately recognize business value of the solution in order to retain them as long-term customers.

• Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources
• Project manage client onboarding to successful outcomes, accelerating the time they begin finding value
• Collaborate with the Business Analyst to determine a solution to client request and project approach
• Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones
• Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites
• Manage and facilitate project communications to stakeholders and project team members
• Identify and manage project risks, and work with clients to avoid or minimize impact
• Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features
• Mine current customer relationships for up-sale possibilities, expansions and renewals
• Keep management abreast of developments in major accounts
• Bachelor's degree in Sales, Business Administration, or related field; Experience in a customer facing role, such as customer success, account management, sales or consulting
• Experience in Customer Success in a SaaS business preferred
• SaaS software sales experience preferred
• Skilled in time-management and prioritization to meet close deadlines
• Ability to deliver high-quality presentations