Customer Success Manager

ConvergePoint; Houston (TX); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Comprehensive healthcare benefits

Paid holidays

Generous vacation allowance

Casual work environment

No travel required

Job summary

An established industry player is seeking a proactive Software Account Manager to enhance client experiences and drive retention in their B2B SaaS products. In this role, you will manage the entire post-implementation lifecycle, from onboarding to renewals, while serving as the primary advocate for clients. You'll conduct regular engagement through webinars and QBRs, ensuring clients maximize their product usage. This role offers a competitive salary and comprehensive benefits in a fun and collaborative work environment, with the possibility of hybrid work after an initial onsite period. If you're passionate about customer success and building lasting relationships, this is the perfect opportunity for you.

Qualifications

• 2-3 years experience in customer success or account management in SaaS.
• Strong analytical skills to track and report customer performance metrics.

Responsibilities

• Manage post-implementation lifecycle, ensuring smooth client onboarding.
• Conduct Quarterly Business Reviews and identify upsell opportunities.

Skills

Customer Success Management

Account Management

Analytical Skills

Problem-Solving

Communication Skills

Relationship Building

Education

Bachelor’s degree in Business

Degree in MIS

Tools

CRM Tools

Helpdesk Software

Marketing Automation Tools

Job description

ConvergePoint (www.convergepoint.com) is seeking a proactive, customer-focused Software Account Manager / Success Manager to enhance our clients' experience and drive retention and growth across our B2B SaaS products. This role involves managing the entire post-implementation lifecycle, including onboarding, regular engagement, renewals, and growth opportunities. As the primary advocate for our clients, the Specialist will focus on building lasting relationships, ensuring smooth adoption, and delivering value at each stage.

The role requires initial product training during the onboarding period and collaboration among teams. The position requires full-time onsite work at our office location for the first six months. Hybrid options may be available after the initial six months.

Key Responsibilities:

• Customer Engagement & Communication: Serve as the main point of contact for clients post-Go Live, handling inquiries, providing solutions, and proactively engaging with customers via scheduled calls and emails.
• Quarterly Business Reviews (QBRs): Conduct QBRs with clients to discuss performance, address any concerns, uncover training needs, identify software gaps, and gather feedback on desired features.
• Revenue Growth: Identify upsell opportunities within the client base by understanding needs and suggesting additional ConvergePoint products and solutions.
• Issue Escalation & Resolution: Liaise with Customer Support and Implementation Teams to resolve any technical issues, escalating concerns as needed and following up to ensure customer satisfaction.
• Product & Feature Feedback: Actively communicate enhancement requests from clients to the product and development teams to support continuous improvement.
• Customer Education: Deliver regular webinars and training sessions on best practices, software updates, and new feature releases to empower clients and maximize their product usage.
• Renewals & Retention: Ensure high retention by developing a deep understanding of client goals, creating and monitoring customer success metrics, and addressing potential churn risks early.

Qualifications & Requirements:

• Bachelor’s degree in Business, MIS, or a related field preferred.
• Must have a minimum of 2-3 years in a customer success role or account management role within a SaaS company.
• Experience in a B2B, high-growth SaaS environment, with a track record of successful customer retention and relationship building.
• Proficient in CRM, helpdesk, and marketing automation tools.
• Tech-savvy, with a strong understanding of the SaaS landscape and industry best practices.
• An entrepreneurial mindset, able to thrive in a dynamic and rapidly evolving environment.
• Excellent analytical skills to develop, track, and report on customer performance metrics and KPIs predictive of churn and other metrics.
• Strong problem-solving abilities and process improvement skills to enhance the customer journey.
• Exceptional communication skills with a keen attention to detail.
• Must be local to Houston or open to relocation.
• Must be authorized to work in the United States (we do not sponsor visas).

About ConvergePoint:

ConvergePoint, headquartered in Houston, is a leading B2B SaaS provider of compliance software solutions built on Office 365 Microsoft SharePoint. We offer a suite of five proprietary products that streamline and automate lifecycle management for Policies & Procedures, Contracts, Conflict of Interest Disclosures, Incident Tracking, and Employee Training.

Benefits:

• A competitive base salary, commensurate with experience, plus commissions and performance-based bonuses.
• Comprehensive healthcare benefits (Medical, Vision, and Dental).
• Paid holidays and generous vacation allowance.
• Fun and casual work environment that fosters collaboration and innovation.
• No travel required—keep work-life balance intact.

Seniority level: Associate

Employment type: Full-time

Job function: Sales, Customer Service, and Information Technology

Industries: Software Development