SaaS Customer Success Leader – Growth & Retention

SWIVEL; Grand Rapids (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

SWIVEL is seeking a results-driven Customer Success Manager to drive adoption, renewals, and expansion within a designated territory. You will partner with Product, Sales, and Implementations to ensure customers achieve their objectives using SWIVEL’s SaaS solutions.

The role emphasizes data-driven decision making, health metrics monitoring, and scalable processes. You will mentor junior team members and help shape the future of the Customer Success organization.

Qualifications

• Bachelor’s degree in Business or related field from an accredited college.
• Minimum 5 years of customer service in financial services.
• At least 3 years in Customer Success, Account Management, or Sales with retention success.
• Proficient knowledge of business processes, laws, and regulations.
• Working knowledge of SaaS ecosystem.
• Proficient in CRM software.
• Advanced organizational and multi-tasking skills.
• Strong data analysis skills.
• Excellent negotiation skills.
• Strong communication and collaboration abilities.
• Ability to adapt and prioritize work.
• MS Office proficiency (Outlook, Word, Excel).

Responsibilities

• Serve as a key member of customer-facing teams to support sales and new business growth.
• Monitor customer health metrics, address risks, and reduce churn.
• Develop customer success plans and set goals with clients.
• Collaborate with Accounts teams to uncover cross-selling opportunities.
• Advocate customer needs to cross-functional teams and manage concerns.
• Identify dissatisfaction risk and remediate with internal teams to secure renewals.
• Utilize Salesforce, Omni Analytics, and other tools for data-driven insights.
• Create and deliver data-supported business reviews and reports.
• Drive scalable CS processes, playbooks, and workflows.
• Support implementations onboarding readiness and success.
• Mentor associate-level team members and lead by example.

Skills

Customer service

Account management

Cross-functional collaboration

CRM software

SaaS ecosystem

Data analysis

Negotiation

Communication

Time management

Mentorship

Education

Bachelor’s degree in Business Administration/Management/Marketing/Finance

Tools

Salesforce

Omni Analytics

Microsoft Office

Job description

SWIVEL is seeking a results-driven Customer Success Manager to drive adoption, renewals, and expansion within a designated territory. You will partner with Product, Sales, and Implementations to ensure customers achieve their objectives using SWIVEL’s SaaS solutions.

The role emphasizes data-driven decision making, health metrics monitoring, and scalable processes. You will mentor junior team members and help shape the future of the Customer Success organization.