Lead new customers through the onboarding process, ensuring a smooth transition from sales and providing guidance to achieve initial success
Drive product usage by educating customers on key features, tools, and best practices
Help customers leverage the platform to meet their business goals
Build and maintain strong relationships with key stakeholders, acting as a trusted advisor
Regularly check in with customers to provide personalized support and address needs
Monitor customer health metrics and engage with customers proactively to prevent churn
Identify at-risk accounts and develop strategies to re-engage them
Gather insights and feedback from customers, sharing with internal teams (Product, Engineering, etc.) to influence product development and ensure the product meets customer expectations
Identify growth opportunities, collaborating with sales teams to upsell additional features or solutions that align with customer needs
Manage renewals, ensuring customers are satisfied and aware of new offerings
Collaborate with technical support and product teams to resolve customer issues, escalating where necessary and keeping customers informed throughout the process
Develop and deliver training materials, webinars, and documentation to ensure customers are equipped to use the product effectively
Act as the voice of the customer within the company, ensuring their needs are represented in internal discussions, and participate in case studies and advocacy programs
Requirements :
Bachelor’s degree in Business, Marketing, or a related field
2+ years of experience in a Customer Success, Account Management, or related role within a SaaS company
Proven ability to drive customer engagement, manage relationships, and lead successful product adoption
Strong understanding of SaaS products and technical aptitude to navigate complex software environments
Excellent communication, problem-solving, and analytical skills
A customer-centric mindset with a passion for delivering an exceptional experience
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment