Customer Success Manager

Who we need:

We are seeking a highly motivated and customer-focused Customer Success Manager to join our team. The ideal candidate has 4+ years of customer-facing experience in a SaaS company, with a proven track record of onboarding, training, and managing customer relationships. You are an exceptional communicator, highly organized, and capable of juggling multiple priorities in a fast-paced startup environment. You take a proactive approach to problem-solving and can think strategically to help our customers succeed while contributing to the scalability of our business.

As part of the customer success team, you will serve as the main point of contact for your customers, working closely with sales, product, and technology and promoting a customer-centric culture. You will manage the post sales efforts of our technology, oversee integration projects, and work with the sales team on upsell opportunities.

What you’ll do:

• Own the customer journey from onboarding to long-term success, ensuring an exceptional experience at every stage.
• Conduct product training sessions, helping customers understand and maximize the value of SmartCert.
• Act as a trusted advisor, providing strategic guidance to customers on how SmartCert can optimize their workflows and compliance processes.
• Develop strong relationships with key stakeholders, proactively identifying opportunities for expansion and engagement.
• Collaborate cross-functionally with Sales, Product, and Marketing teams to align on customer needs and business objectives.
• Manage customer accounts, track engagement metrics, and identify risks to retention, driving solutions to improve customer outcomes.
• Gather and analyze customer feedback to help refine our product and processes.
• Contribute to the development of scalable customer success initiatives, resources, and best practices.
• Anticipate customer needs proactively before they arise.
• Drive enhancements and features of the platform based on customer feedback.

What you bring to the table:

• 4+ years in customer success, relationship management with customers in a SaaS environment.
• Proven ability to onboard, train, and support customers in using a software platform effectively.
• Expert project manager with a passion for organization and prioritizing to ensure key objectives and timelines are met.
• Comfortable being an educator with your customers and subject matter expert with internal stakeholders.
• Delight in problem-solving – you will approach each customer and workflow with the guidance and expertise required for success.
• Exceptional interpersonal skills, building strong relationships with teams and customers.
• Highly responsive and proactive communications skills regarding customer feedback, needs and concerns.
• Adept at moving quickly between low-level execution and high-level strategic thinking.
• Microsoft Office Proficient
• Experience with HubSpot, ClickUp and Pendo is a plus

Additional Information:

• This is a hybrid or remote position
• You must reside in the USA
• We are not currently able to provide employment visa sponsorship

Who we need:

We are seeking a highly motivated and customer-focused Customer Success Manager to join our team. The ideal candidate has 4+ years of customer-facing experience in a SaaS company, with a proven track record of onboarding, training, and managing customer relationships. You are an exceptional communicator, highly organized, and capable of juggling multiple priorities in a fast-paced startup environment. You take a proactive approach to problem-solving and can think strategically to help our customers succeed while contributing to the scalability of our business.

As part of the customer success team, you will serve as the main point of contact for your customers, working closely with sales, product, and technology and promoting a customer-centric culture. You will manage the post sales efforts of our technology, oversee integration projects, and work with the sales team on upsell opportunities.

What you’ll do:

• Own the customer journey from onboarding to long-term success, ensuring an exceptional experience at every stage.
• Conduct product training sessions, helping customers understand and maximize the value of SmartCert.
• Act as a trusted advisor, providing strategic guidance to customers on how SmartCert can optimize their workflows and compliance processes.
• Develop strong relationships with key stakeholders, proactively identifying opportunities for expansion and engagement.
• Collaborate cross-functionally with Sales, Product, and Marketing teams to align on customer needs and business objectives.
• Manage customer accounts, track engagement metrics, and identify risks to retention, driving solutions to improve customer outcomes.
• Gather and analyze customer feedback to help refine our product and processes.
• Contribute to the development of scalable customer success initiatives, resources, and best practices.
• Anticipate customer needs proactively before they arise.
• Drive enhancements and features of the platform based on customer feedback.

What you bring to the table:

• 4+ years in customer success, relationship management with customers in a SaaS environment.
• Proven ability to onboard, train, and support customers in using a software platform effectively.
• Expert project manager with a passion for organization and prioritizing to ensure key objectives and timelines are met.
• Comfortable being an educator with your customers and subject matter expert with internal stakeholders.
• Delight in problem-solving – you will approach each customer and workflow with the guidance and expertise required for success.
• Exceptional interpersonal skills, building strong relationships with teams and customers.
• Highly responsive and proactive communications skills regarding customer feedback, needs and concerns.
• Adept at moving quickly between low-level execution and high-level strategic thinking.
• Microsoft Office Proficient
• Experience with HubSpot, ClickUp and Pendo is a plus

Additional Information:

• This is a hybrid or remote position
• You must reside in the USA
• We are not currently able to provide employment visa sponsorship