Remote Customer Success Manager, SaaS Implementations

pear-suites-career-page; United States; Remote; USD 75,000 - 106,000; Full time

Benefits offered by this job

Mission-driven culture

Equity

Fully Remote

Unlimited PTO

Health Insurance

Wellness Stipend

Tech Stipend

Co-working Stipend

Education Allowance

Home Office Setup

Job summary

Pear Suite is seeking a Customer Success Manager to guide clients through implementing and optimizing our care navigation platform. You’ll build strong relationships, drive adoption, and ensure renewal with SMB customers in a fully remote environment.

You’ll collaborate with Sales and Product, develop training materials, monitor usage metrics, and proactively mitigate risks while promoting long-term customer value in an early-stage health-tech SaaS company.

Qualifications

• 3+ year of experience in SaaS software implementation.
• Must have experience supporting SMB customers.
• Early stage start-up experience strongly preferred.
• Background in community health work or health tech is a plus.
• Strong problem-solving skills and ability to handle complex client issues effectively.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in relevant software tools and platforms, including CRM systems.

Responsibilities

• Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
• Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
• Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
• Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
• Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
• Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
• Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
• Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.

Skills

SaaS implementation

SMB support

Startup experience

Community health knowledge

Problem solving

Communication skills

Independent work

CRM tools

Tools

CRM systems

Job description

Pear Suite is seeking a Customer Success Manager to guide clients through implementing and optimizing our care navigation platform. You’ll build strong relationships, drive adoption, and ensure renewal with SMB customers in a fully remote environment.

You’ll collaborate with Sales and Product, develop training materials, monitor usage metrics, and proactively mitigate risks while promoting long-term customer value in an early-stage health-tech SaaS company.