Customer Success Manager 

Are you a driven, service-oriented professional with experience in a client-facing role? This opportunity may be for you!

Our client’s Customer Success team engages customers to drive adoption of their SaaS platform and demonstrate its ongoing value. The Customer Success Manager role is critical in onboarding new customers by engaging executive teams in the platform launch, driving ongoing adoption, and managing renewals/upselling. This position works with the rest of the business to uncover new ways to make our client's product a vital solution in its clients’ organizations.

What You’ll Do

 

  • Drive retention and growth among the organization’s customers by understanding their business needs and helping them succeed with the platform

  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, ROI and look for opportunities for deeper engagement

  • Identify opportunities for customers to act as brand advocates (e.g. testimonials, case studies)

  • Lead all opportunities regarding renewals and expansions

  • Understand customer outcomes by communicating regularly with customers as well as analyze customer health metrics

  • Represent the voice of the customer to provide input for core Product, Marketing and Sales processes

  • Serve as the primary contact when onboarding new customers, training platform users, and support after going live

  • Identify business needs and turn them into projects you can help customers implement

  • Play a key role in cross-functional company projects

What We're Looking For

 

  • Proactivity and bias for action

  • Degree in Business Administration, Engineering, Communications, Marketing or similar

  • Ideally 2+ years of experience in Project Management, Customer Success, Account Management, Business Development, or another client-facing role

  • Ability to create structure in ambiguous situations and design effective processes

  • Experience in dealing and presenting to C-Level executives

  • Strong communication skills in English and Spanish

  • Passion for technology and for being a part of a fast-growing SaaS company with the desire and ability to master new technologies

  • Strong analytical skills. Experience with Excel preferred

  • Empathy, with a desire to help our customers reach their goals

  • Comfort in a dynamic, startup environment where team members wear many hats

  • Enthusiasm and a “can-do” attitude

  • Experience with Adobe Illustrator or Canva ideal but not required

To apply, please make sure you meet the position's minimum requirements and submit the following items via email to jobs@thescalefront.com

  1. CV in English

  2. Link to your LinkedIn profile

  3. Salary expectations