Lead - Customer Success

Remote Jobs; United States; Remote; USD 120,000 - 148,000; Full time

Job summary

A leading company in software solutions is seeking a Customer Success Manager to enhance client relationships and mitigate churn. This role involves collaboration with Account Managers, thorough analysis of customer product usage, and a commitment to diversity in the workplace. The ideal candidate will possess significant technical experience, preferably in managing high-profile accounts, to help customers achieve their goals effectively.

Benefits

Comprehensive benefits package

Flexible PTO

Commuter and wellness benefits

Qualifications

• 5-7 years in customer-facing technical roles.
• Experience managing Mid-Market or Enterprise accounts.
• Ability to engage with technical and C-level stakeholders.

Responsibilities

• Build strong relationships with Mid-Market & Enterprise customers.
• Analyze customer product usage to drive adoption.
• Act as primary contact for customers, handling escalations.

Skills

Relationship Building

Account Management

Risk Analysis

Customer Stakeholder Engagement

Expansion Opportunity Identification

Education

Bachelor's Degree or equivalent career experience

Tools

Freshworks

Job description

Employer Industry: Software Solutions

Why consider this job opportunity:
- Base salary up to $147,200 USD
- Variable compensation opportunities available
- Comprehensive benefits package including dental, medical, vision, disability, and life insurances
- Flexible PTO and spending options, along with commuter and wellness benefits
- Opportunity to work with high-profile accounts and drive significant customer success
- Supportive and inclusive work environment committed to diversity and equal opportunity

What to Expect (Job Responsibilities):
- Build and foster strong relationships with Mid-Market & Enterprise segment customers to minimize churn and drive expansion
- Collaborate with Account Managers on account penetration, engagement, and growth strategies
- Analyze customer product usage data to mitigate risks and improve product adoption
- Act as the primary point of contact for customers, handling complaints and escalations effectively
- Facilitate regular customer meetings, product feedback sessions, and quarterly business reviews

What is Required (Qualifications):
- 5-7 years of experience in customer-facing technical roles, such as Customer Success or consulting
- Proven experience managing Mid-Market or Enterprise-level accounts
- Strong ability to work with various levels of customer stakeholders, including technical admins and C-level executives
- Demonstrated track record of identifying expansion opportunities in collaboration with Sales teams
- Bachelor's Degree or equivalent career experience

How to Stand Out (Preferred Qualifications):
- Familiarity with Freshworks platform and solutions
- High-level understanding of enterprise architecture principles
- Proven ability to explain technological and business concepts clearly to customers

#SoftwareSolutions #CustomerSuccess #CareerOpportunity #CompetitivePay #DiversityInWorkplace

"We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."