SaaS Customer Success Manager — Onboarding & Growth

Rocket Alumni Solutions; Boston (MA); Híbrido; USD 75 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Uncapped commission

Health coverage

Boston office

Professional development

Resumo da oferta

Rocket Alumni Solutions in Boston is seeking a Customer Success Manager to own a portfolio of client organizations, ensuring successful onboarding, usage, and ongoing value of the platform. You will act as a trusted advisor, train clients, and drive engagement while maintaining low churn.

You will manage a high volume of client interactions across chats, calls, and emails, while identifying upsell opportunities and supporting renewals in a fast-paced startup environment.

Qualificações

• Experience in a customer-facing role, ideally in SaaS or tech-driven environments.
• Strong organizational skills with ability to manage multiple projects.
• Self-starter ethos, able to work independently and in startup settings.
• Tech-savvy with ability to guide clients on software usage.

Responsabilidades

• Manage 100–200 client organizations and serve as the primary contact.
• Onboard and train clients on our digital hall of fame platform.
• Monitor client sites to ensure content quality and alignment with standards.
• Provide technical support and troubleshooting as needed.
• Respond to inquiries via live chat with rapid response times.
• Engage proactively to anticipate needs and gather referrals to prevent churn.
• Collaborate on payments, invoicing, and renewals as needed.
• Maintain regular communication to drive product adoption and satisfaction.
• Identify upsell opportunities and support contract renewals.

Conhecimentos

Customer-facing

SaaS experience

Organizational skills

Communication skills

Startup mindset

Descrição da oferta de emprego

Rocket Alumni Solutions in Boston is seeking a Customer Success Manager to own a portfolio of client organizations, ensuring successful onboarding, usage, and ongoing value of the platform. You will act as a trusted advisor, train clients, and drive engagement while maintaining low churn.

You will manage a high volume of client interactions across chats, calls, and emails, while identifying upsell opportunities and supporting renewals in a fast-paced startup environment.