Client Success Manager

Dakota Software; East Windsor Hill (CT); Remote; USD 70,000 - 110,000; Full time

Job summary

Dakota Software is seeking a fully remote Client Success Manager to guide new and existing clients through onboarding and adoption of our SaaS platform, ensuring they realize business value and renew.

You will own client projects, coordinate with Business Analysts, craft SOWs and project plans, track KPIs, and build strong relationships while identifying expansion opportunities.

Qualifications

• Bachelor's degree in Sales, Business Administration, or related field; or equivalent experience.
• Experience in customer-facing roles such as customer success, account management, sales or consulting.
• Experience in SaaS in a customer success capacity is preferred.

Responsibilities

• Act as the single point of accountability for client projects and as escalation point for resources.
• Project manage client onboarding to successful outcomes and quick value realization.
• Engage with client stakeholders to understand goals and objectives.
• Collaborate with analysts to determine solutions and project approach.
• Create Statements of Work and project plans with milestones.
• Monitor work requests and schedule deployments to client sites.
• Resolve issues by facilitating communication and clarifying requirements.
• Manage project communications to stakeholders and team members.
• Identify and manage risks; work with clients to minimize impact.
• Drive early adoption, set KPIs and success metrics.
• Maintain client relationships and measure satisfaction; educate on new features.
• Mine existing relationships for upsell, expansion, and renewals.
• Accurately forecast sales projections and deal value.

Skills

Customer success

Account management

SaaS sales

Communication

Active listening

Public speaking

Negotiation

Time management

Teamwork

Independent work

Learning new tech

Problem solving

Education

Bachelor's degree or equivalent

Job description

THIS POSITION IS FULLY REMOTE

Applicants need to reside in one of the following states: CT, FL, GA, IL, KS, MI, NC, NE, NJ, NY, OH, PA, TN, TX, VA, OR, WA, LA

Position Description

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.

Key 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


• Engage with client stakeholders to understand the client's business goals and objectives


• 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


• Resolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirements


• 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


• Drive early adoption, setting KPIs and success metrics


• 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


• Accurately forecast sales projections and the value of deals


• Keep management abreast of developments in major accounts

Qualifications

• Bachelor's degree in Sales, Business Administration, or related field; or equivalent experience


• 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


• Ability to communicate effectively in both oral and written form


• Skilled in identifying needs and solutions to problems


• Ability to process information logically


• Skilled in time-management and prioritization to meet close deadlines


• Ability to follow instructions, and proven methods or techniques to client success


• Skilled in active listening, and ability to empathize with clients and their experience to build supportive and trustworthy relationships


• Ability to deliver high-quality presentations


• Skilled in persuading others to change their minds or behavior


• Skilled in bringing others together and negotiating


• Proven ability to work independently and in a team environment


• Ability to learn new technologies quickly