Strategic Customer Success Manager for Mission-Driven SaaS

IllTip; United States; Remote; USD 65,000 - 110,000; Full time

Job summary

IllTip seeks a client-focused professional to manage a portfolio of existing customers in a fast-paced SaaS environment. You will be the main liaison, aligning clients’ program goals with IllTip’s platform, coordinating with sales and technical support to ensure renewal and expansion opportunities.

The role requires clear communication with stakeholders at all levels, a track record of growing accounts, and the ability to learn new software quickly while maintaining meticulous CRM records.

Qualifications

• At least 3 years in B2B SaaS sales, customer success, or account management.
• Track record of spotting upsell and expansion opportunities within existing accounts.
• Strong written and verbal communication with stakeholders at all levels.
• Ability to manage multiple accounts and deadlines in a fast-paced team setting.
• Comfortable learning new software and explaining it to non-technical clients.
• Experience with a CRM; Salesforce experience preferred; procurement experience a plus.

Responsibilities

• Act as a trusted advisor to assigned clients, linking platform value to goals.
• Serve as primary contact for accounts and coordinate with sales/tech support for needs.
• Create tailored success plans with clear goals and milestones; identify growth barriers.
• Schedule and run regular business reviews to track progress and surface opportunities.
• Collaborate with account executives to identify expansion options such as new features or services.
• Maintain accurate client records in the CRM and relay client feedback for product/process improvements.

Skills

3+ years in B2B SaaS sales/success/AM

upsell & expansion spotting

stakeholder communication

account management multitasking

tech adoption & explanation to non-ops

CRM experience

Tools

Salesforce

Job description

IllTip seeks a client-focused professional to manage a portfolio of existing customers in a fast-paced SaaS environment. You will be the main liaison, aligning clients’ program goals with IllTip’s platform, coordinating with sales and technical support to ensure renewal and expansion opportunities.

The role requires clear communication with stakeholders at all levels, a track record of growing accounts, and the ability to learn new software quickly while maintaining meticulous CRM records.