Remote SaaS Client Success Manager — Onboarding & Adoption

Dakota Software; Bastrop (LA); Remote; USD 70,000 - 110,000; Full time

Job summary

Dakota Software is seeking a Client Success Manager to guide new and existing clients through software implementation and adoption. You’ll ensure value realization, retention, and long-term satisfaction across SaaS accounts.

You will act as the main point of contact, manage projects, and collaborate with stakeholders to meet business goals while accelerating time-to-value for customers.

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 experience

Communication

Presentation skills

Cross-functional collaboration

Problem solving

Education

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

Job description

Dakota Software is seeking a Client Success Manager to guide new and existing clients through software implementation and adoption. You’ll ensure value realization, retention, and long-term satisfaction across SaaS accounts.

You will act as the main point of contact, manage projects, and collaborate with stakeholders to meet business goals while accelerating time-to-value for customers.