Customer Success SMB Manager

AxisCare Home Care Software; Waco (TX); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Medical insurance covered in full

Telemedicine available

Generous 401K match

Company-provided laptop and equipment

Job summary

An established industry player in the SAAS sector is seeking a dedicated Customer Success SMB Manager to enhance customer satisfaction and retention. This role involves managing relationships with medium to lower-tier clients, ensuring they derive maximum value from the company's innovative software solutions. By leveraging your interpersonal skills and understanding of SAAS products, you will drive customer adoption and account expansion. The ideal candidate will thrive in a dynamic environment, focusing on proactive support and strategic engagement to foster long-term success. Join a forward-thinking company committed to delivering exceptional customer experiences and be a vital part of their growth journey.

Qualifications

• Proven experience in Customer Success roles, preferably in SAAS.
• Strong project management and analytical skills are essential.

Responsibilities

• Develop strategies for customer communication and feedback tracking.
• Create and implement a customer success strategy for lower tier accounts.

Skills

Customer Success Management

Interpersonal Skills

Project Management

Analytical Skills

Communication Skills

Tools

CRM Software

Customer Success Platforms

Job description

Job Description – Customer Success SMB Manager

Reports To
Director of Customer Success

Company Overview:
AxisCare is a dynamic and rapidly growing software-as-a-service (SAAS) homecare software company that provides point of care service to home care agencies in all 50 United States and 10 countries internationally. Our cutting-edge technology has garnered us a client base that represents the full spectrum of home care agencies and organizations across the industry. As part of our commitment to delivering exceptional customer experiences, we are seeking a talented and dedicated Customer Success Manager to join our team.

Role Overview:
As a SMB Customer Success Manager, you will be responsible for managing and maintaining our medium to lower-tier customer base by providing exceptional service with a one-to-many approach as well as strategic 1:1 engagements. Your primary objective will be to ensure the long-term success and satisfaction of our customers, driving adoption and retention. By leveraging your exceptional interpersonal skills and deep understanding of our SAAS products, you will act as the voice of growth for this unique client base.

Key Responsibilities:

1. Develop and execute strategies for communicating to your book of business: Track customer feedback through NPS, outstanding support tickets, cancelation management.
2. Customer Success Strategy: Create and implement a comprehensive customer success strategy for lower tier accounts, focusing on defining and tracking key metrics that align with proactive engagement strategies.
3. Account Expansion: Identify opportunities for account expansion and revenue growth. Collaborate with inside sales to present upsell/cross-sell opportunities, and drive customer adoption of additional product features.
4. Proactive Support and Issue Resolution: Monitor customer health and proactively address any potential risks or issues that may impact customer satisfaction or retention.
5. Customer Advocacy: Be the voice of the customer within the organization, providing feedback, insights, and retention opportunities to drive product enhancements and improvements.
6. Contract Management: Contract renewal management and churn-risk mitigation.

Requirements:

1. Proven experience as a Customer Success Manager or similar role working in a SAAS company.
2. Deep understanding of SAAS products and the ability to effectively communicate technical concepts to non-technical stakeholders.
3. Excellent relationship-building and interpersonal skills, with the ability to engage and influence at all levels of an organization.
4. Strong project management and organizational skills, with the ability to prioritize and manage multiple tasks simultaneously.
5. Analytical mindset, with the ability to analyze data, identify trends, and derive actionable insights to drive customer success.
6. Proactive, customer-focused mindset with a passion for delivering exceptional customer experiences.
7. Excellent communication skills, both written and verbal.
8. Experience with CRM software and customer success platforms preferred.
9. Up to 20% travel may be required.

Benefits:

1. Medical insurance is covered in full for the employee (Medical, Dental and Vision)
2. Telemedicine available
3. Generous 401K match
4. Company will provide laptop and other needed computer equipment