Remote Customer Success Manager – Growth & Upsell for SMBs

Webgility; United States; A distancia; USD 80.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote working

On-the-Job Training & Development

Health & Wellness

Hardware & Internet

Family Insurance

Recognition programs

Open-Door Policy

Descripción de la vacante

Webgility is seeking a Customer Success Specialist to manage a portfolio of small business clients, ensuring they fully leverage our SaaS platform for e-commerce accounting automation. You will become a platform expert, proactively engaging customers to understand workflows and drive value.

You will identify opportunities to expand usage, navigate upsell discussions, advocate internally, and collaborate with Product and Support to address feedback and build strong customer relationships.

Formación

• 3-6 years of proven experience in a dedicated Customer Success Management role.
• Strong ability to build and maintain long-lasting customer relationships.
• Excellent communication and interpersonal skills.
• Proven track record of closing upsell or expansion opportunities.
• Ability to work cross-functionally with Product, Support, and Sales teams.

Responsabilidades

• Manage a portfolio of assigned customers as their primary contact and trusted advisor.
• Proactively engage with customers to build relationships, ensure success, and drive product adoption.
• Identify customer advocacy opportunities to generate case studies and references.
• Monitor product usage to identify opportunities to increase adoption and value.
• Communicate feedback and feature requests to the Product team.
• Collaborate with Support to resolve customer issues promptly.
• Identify upsell opportunities and negotiate/close expansion deals.
• Conduct Quarterly Business Reviews (QBRs) with top customers to align goals.

Conocimientos

Portfolio management

CSM best practices

Relationship building

Upsell opportunities

Negotiation

Product adoption

Descripción del empleo

Webgility is seeking a Customer Success Specialist to manage a portfolio of small business clients, ensuring they fully leverage our SaaS platform for e-commerce accounting automation. You will become a platform expert, proactively engaging customers to understand workflows and drive value.

You will identify opportunities to expand usage, navigate upsell discussions, advocate internally, and collaborate with Product and Support to address feedback and build strong customer relationships.