(Remote) Client Success Manager

Dakota Software; Clayton (NC); Remote; USD 65,000 - 95,000; Full time

Job summary

Dakota Software is a fully remote Client Success Manager role for candidates based in the United States. You will guide new and existing clients through implementation, adoption, and the realization of business value from our SaaS solution.

You will own project outcomes, manage onboarding, coordinate with business analysts, create SOWs and project plans, monitor progress, manage risks, and upsell opportunities while maintaining strong client relationships and ensuring ongoing satisfaction.

Qualifications

• Experience in a customer-facing role in a SaaS environment.
• Strong project management and communication skills.
• Ability to collaborate with business analysts and stakeholders.

Responsibilities

• Act as the single point of accountability for all client projects and as an escalation point for resources.
• Project manage client onboarding to successful outcomes and faster value realization.
• Collaborate with the Business Analyst to determine solutions and project approach.
• Create Statements of Work (SOWs) and project plans with milestones.
• Monitor work requests and schedule deployments to client sites.
• Manage client communications to stakeholders and team members.
• Identify risks and work with clients to minimize impact.
• Maintain positive relationships and measure customer satisfaction and feature adoption.
• Mine relationships for up-sell, expansion, and renewal opportunities.
• Keep management informed of developments in major accounts.
• Provide high-quality presentations to clients.

Skills

Project management

Client relationship management

SaaS sales knowledge

Time management

Presentation skills

Education

Bachelor's degree in Sales, Business Administration, or related field

Job description

THIS POSITION IS FULLY REMOTE Applicants need to reside in one of the following states: The Client Success Manager serves as the primary contact for new and existing clients, advising and guiding them through implementation of the software, ensuring they adopt it widely and ultimately recognize business value of the solution in order to retain them as long-term customers.

• Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources
• Project manage client onboarding to successful outcomes, accelerating the time they begin finding value
• Collaborate with the Business Analyst to determine a solution to client request and project approach
• Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones
• Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites
• Manage and facilitate project communications to stakeholders and project team members
• Identify and manage project risks, and work with clients to avoid or minimize impact
• Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features
• Mine current customer relationships for up-sale possibilities, expansions and renewals
• Keep management abreast of developments in major accounts
• Bachelor's degree in Sales, Business Administration, or related field; Experience in a customer facing role, such as customer success, account management, sales or consulting
• Experience in Customer Success in a SaaS business preferred
• SaaS software sales experience preferred
• Skilled in time-management and prioritization to meet close deadlines
• Ability to deliver high-quality presentations