- Professional
#LI-Remote
The Opportunity
LTV SaaS Growth are currently looking for a Customer Success Manager who will act as the bridge between our SaaS product and its users, ensuring a seamless customer experience through onboarding, technical support, and ongoing relationship management. You’ll work closely with clients to understand their needs, resolve their issues efficiently, and help them unlock the full value of our product.
Responsibilities:
- Serve as the primary point of contact for customers post-onboarding.
- Provide timely and effective support using platforms like Intercom or similar customer messaging tools.
- Troubleshoot customer issues involving SaaS workflows, HTML/CSS/JavaScript, and WordPress integrations.
- Collaborate with product and engineering teams to escalate and resolve technical issues.
- Assist with WordPress-related tasks such as theme customization and plugin management.
- Develop and maintain a deep understanding of our SaaS platform to provide expert guidance and proactive support.
- Monitor customer health and engagement metrics, and proactively reach out to improve satisfaction and retention.
- Create and maintain support documentation, user guides, and FAQs.
Required Skills:
- Familiarity with support metrics and CRM systems.
- Experience creating support documentation or video tutorials.
- A customer-first mindset with a strong desire to build long-term relationships.
Experience and Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience in a Customer Success or Customer Support role, preferably in a SaaS environment.
- Strong knowledge of Intercom or similar customer messaging platforms.
- Hands-on experience with SaaS products and a solid understanding of SaaS workflows.
- Proficiency in HTML, CSS, and JavaScript for troubleshooting and basic development tasks.
- Experience with WordPress, including theme customization and plugin management.
- Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
About LTV SaaS Growth Fund:
LTV SaaS Fund is a U.S. investment fund primarily focused on SaaS and software investments in privately held businesses. LTV SaaS Fund seeks short and long-term investment opportunities, with a return rate at approximately 174% over a 3-5 year term. We invest in a wide selection of businesses, maintaining a core focus on SaaS businesses and recurring marketplace apps to manage risk while maintaining a diversified investment base. The core area of our investment projects is in the U.S., with offices in New York and San Francisco. Yet, the investment scope of LTV SaaS Fund does not stop, there. We are represented across three continents, securing the best acquisition candidates and in-house expertise to deliver consistent growth at scale.
