Customer Success Manager - Remote

SIVAD Consulting · United States · $85k – $110k · posted today ago

Listing supplied by Himalayas. 101 Careers did not originate this post and applications are handled by the employer.

About this role

Customer Success Manager – Remote (Dbl)

Conduct onboarding calls with new customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
Consistently host working sessions and check-in calls, team training sessions, and QBRs to facilitate adoption of core features and advanced/upsell products
Coordinate with Account Executives to identify any red flags that would hinder the customer from renewing with Double
Maintain a high renewal rate from subscription to first renewal (3 months) (target = 80-85%) as well as high overall retention rate going forward

Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries promptly
Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences
Drive expansion revenue of existing accounts in your pipeline (increase MRR)

Document best practices, creating templates for customer engagement at key milestones for various user personas
Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed

Ideally someone who has had roles specifically in Customer Success (not just Sales, Support, Experience, or something adjacent) or at least some form of customer/client facing experience
Ability to navigate and teach customers about complex software products and features
Keen attention to detail, thoughtfulness, and a customer-centric mindset
2 - 3 years of experience in a customer-facing role at an early-stage SaaS startup
Bookkeeping or accounting industry experience is required
Upbeat, interesting, positive personality
Passionate, driven, motivated

Experience with implementation/onboarding customers onto a software platform and driving product adoption
Proven track record of high renewal or retention rates; bonus = upsells or revenue-driving activities
Familiarity with modern SaaS tools such as Slack, Notion, and/or Salesforce
Comfortable in organized chaos; aka an environment where things move quickly

Originally posted on Himalayas