Customer Success Manager

Veracity Software Inc; San Francisco (CA); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company in the IT services sector is seeking a Customer Success Manager to enhance customer onboarding and engagement. In this pivotal role, you will conduct onboarding calls, train customers, and create educational materials to ensure they derive maximum value from the product. Your proactive outreach will drive expansion revenue and improve customer satisfaction. This position is perfect for someone passionate about customer success and eager to contribute to a dynamic team in a startup environment. If you're looking for an opportunity to make a significant impact, this role is for you!

Qualifications

• Experience in customer success management with a focus on B2B SaaS.
• Strong communication skills and ability to train customers effectively.

Responsibilities

• Conduct onboarding calls and train customers on product use.
• Create customer education materials and maintain high conversion rates.

Skills

Customer Success Management

B2B SaaS Experience

Communication Skills

Training and Onboarding

Technical Implementation

Customer Engagement

SaaS Technologies

Education

Bachelor's Degree

Tools

Slack

Notion

Hubspot

Salesforce

Job description

Job Description

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Responsibilities

1. Onboarding Prospective Customers

• Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
• Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Keeper
• Maintain a high conversion rate from Free Trial to subscribed customer (80-85%)

Expansion of Existing Accounts

• Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries promptly
• Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences
• Drive expansion revenue of existing accounts in your pipeline (increase MRR)

Internal Team Processes

• Document best practices, creating templates for customer engagement at key milestones for various user personas
• Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed

Screening Questions

Explain in detail for the questions below:

• Full Name
• Degree Major with University and Completion year
• Total experience as Customer Success Manager
• Total experience with customer-facing roles at a B2B SaaS company (early stage preferred)
• Experience with large/enterprise level accounts
• Experience with Accounting/Finance and interest in learning the space
• Experience with modern SaaS technologies such as Slack, Notion, Hubspot, and/or Salesforce
• Experience navigating and teaching customers about complex software products
• Interest in working at a startup and taking on additional responsibilities

Contact Details

• Phone Number
• Email ID
• LinkedIn Profile
• Full Address (Street, City, State, Zip Code)

Additional Information

• Notice period (weeks)
• Current work authorization status
• Expected salary
• Willingness to relocate at own expense to San Francisco, California (Remote)

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: IT Services and IT Consulting