Remote SaaS Client Success Manager

Dakota-Software; Cleveland (OH); Remote; USD 85,000 - 130,000; Full time

Job summary

Dakota-Software is seeking a Client Success Manager to guide new and existing clients through software implementation, drive adoption, and demonstrate business value to secure long-term retention. You will coordinate onboarding, align with client goals, and work with cross-functional teams to deliver successful deployments.

The role emphasizes proactive relationship management, KPI tracking, and identifying expansion opportunities while ensuring high customer satisfaction and renewal readiness

Qualifications

• Bachelor's degree in Sales, Business Administration, or related field; or equivalent experience.
• 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.
• Ability to communicate effectively in both oral and written form.
• Skilled in identifying needs and solutions to problems.
• Ability to process information logically.
• Skilled in time-management and prioritization to meet close deadlines.
• Ability to follow instructions, and proven methods or techniques to client success.
• Skilled in active listening, and ability to empathize with clients and their experience to build supportive and trustworthy relationships.
• Ability to deliver high-quality presentations.
• Skilled in persuading others to change their minds or behavior.
• Skilled in bringing others together and negotiating.
• Proven ability to work independently and in a team environment.
• Ability to learn new technologies quickly.

Responsibilities

• 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
• Engage with client stakeholders to understand the client's business goals and objectives
• 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
• Resolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirements
• 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
• Drive early adoption, setting KPIs and success metrics
• 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
• Accurately forecast sales projections and the value of deals
• Keep management abreast of developments in major accounts

Skills

Customer Success

SaaS Sales

Project Management

Communication Skills

Stakeholder Management

Education

Bachelor's degree

Tools

CRM software

Job description

Dakota-Software is seeking a Client Success Manager to guide new and existing clients through software implementation, drive adoption, and demonstrate business value to secure long-term retention. You will coordinate onboarding, align with client goals, and work with cross-functional teams to deliver successful deployments.

The role emphasizes proactive relationship management, KPI tracking, and identifying expansion opportunities while ensuring high customer satisfaction and renewal readiness