Client Success Manager

Dakota Software; Williamstown (NJ); Remote; USD 85,000 - 120,000; Full time

Job summary

Dakota Software is seeking a Client Success Manager to serve as the primary contact for new and existing clients in a fully remote role across the United States. You will guide implementations, drive adoption, and demonstrate business value to retain customers.

Responsibilities include owning client projects, onboarding, coordinating with a Business Analyst, creating SOWs, managing communications, and mitigating risks. A SaaS background and strong presentation skills are highly valued.

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 SaaS customer success is preferred.
• SaaS software sales experience preferred.
• Strong time-management and prioritization.
• Ability to deliver high-quality presentations.

Responsibilities

• Act as the single point of accountability for all 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

Project management

Customer success

SaaS sales

Stakeholder management

Onboarding

Presentation skills

Time management

Communication

Account management

Upselling

Education

Bachelor's degree in Sales or Business Administration

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