Customer Success Manager

Wing Assistant; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Fully remote work in the US

Professional development

Collaborative team

Access to latest tools

Innovative culture

Job summary

Wing Assistant is seeking a Customer Success Manager to guide customers through onboarding, configuration, and ongoing support from a remote location in US business hours.

You will own the customer journey, manage onboarding and adoption, identify expansion opportunities, and ensure issues are resolved quickly while collaborating with integration engineers for API needs.

Qualifications

• Experience in customer success or account management.
• Strong communication skills.
• Commercial acumen to drive revenue growth.
• Ability to manage multiple accounts independently.

Responsibilities

• Own the customer journey post-signing, including onboarding and adoption.
• Identify and close expansion opportunities within existing accounts.
• Proactively manage issues with same-day resolution.
• Conduct regular follow-ups to share progress and solutions.
• Collaborate with integration engineers for API needs.
• Track open items and ensure timely follow-through.
• Provide hands-on configuration and troubleshooting support.

Skills

Customer success

Account management

Communication skills

Problem-solving

CRM tools

Tools

CRM software

API Integrations

Technical documentation

Job description

About The Role

The Customer Success Manager plays a pivotal role in our organization, ensuring that customers have a seamless experience with our product from the moment they sign on. This position is designed for a commercially astute individual who is not only focused on customer satisfaction but also adept at identifying and capitalizing on expansion opportunities. You will be at the forefront of onboarding, configuration, and ongoing support, ensuring that our customers achieve their desired outcomes.

About The Role

The Customer Success Manager plays a pivotal role in our organization, ensuring that customers have a seamless experience with our product from the moment they sign on. This position is designed for a commercially astute individual who is not only focused on customer satisfaction but also adept at identifying and capitalizing on expansion opportunities. You will be at the forefront of onboarding, configuration, and ongoing support, ensuring that our customers achieve their desired outcomes.

In this remote role, you will work within US business hours, collaborating with various stakeholders to manage customer onboarding, retention, and renewal processes. Your ability to proactively troubleshoot and configure our systems will be essential in maintaining customer satisfaction and loyalty.

Responsibilities

• Own the customer journey post-signing, including onboarding, configuration, and adoption
• Identify and close expansion opportunities within existing customer accounts
• Proactively manage customer issues, ensuring resolution on the same day they arise
• Conduct regular follow-ups and updates with customers to keep them informed of progress and solutions
• Utilize accelerated ramping timelines for customer go-lives, ensuring independent operations by Day 7
• Collaborate with integration engineers for any custom API or integration needs while maintaining customer focus
• Track open items and ensure timely follow-through to drive customer success
• Provide hands-on support for configuration and troubleshooting tasks as needed

Requirements

• Proven experience in customer success, account management, or a similar role
• Exceptional interpersonal and communication skills, both verbal and written
• Strong problem-solving abilities and a proactive approach to customer issues
• Commercial acumen to identify expansion opportunities and drive revenue growth
• Ability to work independently and manage multiple customer accounts effectively
• Familiarity with customer relationship management (CRM) tools and support software
• Understanding of technical concepts related to software configuration and troubleshooting
• A self-starter with a strong sense of urgency and commitment to customer success

Nice to Have

• Experience with SaaS products and customer success metrics
• Knowledge of customer onboarding best practices
• Familiarity with API integrations and technical documentation
• Previous experience in a remote working environment
• Industry-specific knowledge relevant to our product offerings

Benefits

• Fully remote work environment with the flexibility to work from anywhere in the US
• Opportunities for professional development and growth within the company
• Collaboration with a dedicated and passionate team focused on customer success
• Access to the latest tools and technologies to support your work
• Engaging company culture that values innovation and teamwork

We are an equal opportunity employer and welcome applicants from all walks of life. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are passionate about customer success and are ready to make an impact.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.