(Remote) Client Success Manager

Dakota Software; Virginia; Remote; USD 70,000 - 100,000; Full time

Job summary

Dakota Software is seeking a Client Success Manager to guide new and existing clients through implementation, adoption, and realization of business value from our SaaS solution. You will act as the primary point of contact for projects, coordinating with internal teams to ensure on-time delivery and customer satisfaction.

The role emphasizes relationship building, proactive communication, and strategic guidance to expand within accounts.

Qualifications

• Bachelor's degree in Sales, Business Administration, or related field is preferred.
• Experience in a customer facing role such as customer success, account management, sales or consulting is required.
• Experience in Customer Success in a SaaS business is preferred.
• SaaS software sales experience is preferred.
• Strong time-management and prioritization to meet deadlines.
• Ability to deliver high-quality presentations.

Responsibilities

• Act as the single point of accountability for all client projects and serve as escalation point for resources
• Project manage client onboarding to successful outcomes and accelerate time to value
• Collaborate with Business Analyst to determine solutions and project approach
• Create Statements of Work (SOWs) and project plans with milestones
• Monitor and facilitate completion of work requests and schedule deployments to client sites
• Manage project communications to stakeholders and team members
• Identify and manage project risks and mitigate impact
• Maintain positive client relationships and measure satisfaction while educating on new features
• Mine current customer relationships for up-sale, expansions and renewals
• Keep management informed of developments in major accounts

Skills

Project management

Customer success

Time management

Presentation skills

Relationship building

Education

Bachelor's degree

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