Hybrid Customer Success Manager (Pacific Time - Remote) Customer Success Manager (Pacific Time - Remote)

About Our Client

Our client is a software company focused on creating innovative solutions for the vacation rental industry, providing an exceptional user experience and product quality.

The team embraces boldness, enjoys taking calculated risks, and tackles significant challenges collectively. Its customers appreciate the product, offer valuable feedback, and rely on the organization to swiftly address their evolving needs.

This is a **remote-only** and **fully distributed** organization, hiring based on time zones.

What you will be working on

The mission for this role will be to transform customers into enthusiastic advocates for the product and organization, accomplishing this through the following responsibilities:

- **Customer Relationship Management**: Build and sustain robust relationships with assigned customers by serving as their primary contact, comprehending their business needs, and ensuring overall satisfaction with the software.

- **Quarterly Business Reviews**: Conduct Quarterly Business Reviews (QBRs) with assigned customers to evaluate current software utilization, discuss upcoming features, and pinpoint challenges or opportunities for enhancement.

- **Product Roadmap Updates**: Ensure customers are informed about recent product developments and forthcoming features, demonstrating how they can utilize these to meet their business goals. Collect feedback to shape future product improvements.

- **Upsell and Expansion Opportunities**: Actively identify and promote avenues for customers to enhance their use of the software, whether through additional features, higher-tier subscriptions, or complementary products aligned with customer strategies.

- **Customer Advocacy**: Represent the customer's voice internally, ensuring that their insights and feedback are recognized and acted upon by product, support, and marketing teams. Collaborate with a dedicated customer advocate within the organization.

- **Onboarding and Training**: Support new customers during the onboarding process and provide ongoing training to maximize their software usage.

- **Performance Tracking and Reporting**: Monitor customer health metrics, assess the success of implemented strategies, and report on customer satisfaction and retention analytics.

Requirements

For this position, location is flexible, but preference is for candidates working under Pacific timezone (e.g., west coast Americas).

- **Experience**: 3+ years in Customer Success, Account Management, or a related role within a SaaS or software environment.

- **Customer-Centric Mindset**: Proven ability to cultivate customer relationships, focusing on understanding and fulfilling customer needs.

- **Communication Skills**: Excellent verbal and written communication abilities, with the skill to clarify complex concepts succinctly.

- **Problem-Solving Abilities**: Strong analytical and problem-solving skills, with a strategic approach to customer needs and solutions.

- **Sales Acumen**: Experience in recognizing upsell opportunities, along with a history of achieving or surpassing upsell targets.

- **Technical Proficiency**: Comfortable using software tools, grasping product functionalities, and offering technical support to customers.

- **Project Management**: Proven ability to manage multiple customer accounts and projects effectively, coupled with strong organizational skills and attention to detail.

- **Team Collaboration**: Experience in collaborating with cross-functional teams, including product, support, and marketing, to create a seamless customer experience.

Benefits

- A nurturing and compassionate team atmosphere where individuals are trusted rather than micromanaged.

- The total compensation range for this position is between $61,200.00 - $94,000.00, tailored to the cost of living based on location. Opportunities are available for international talent as contractors or employees within specific regions such as the United States, the European Union, or Australia, considering payroll taxes in gross compensation calculations.

- A generous leave policy with 35 days off per year, promoted (including self-managed public holidays) and parental leave.

- Mental health support including access to therapists through Slack via