Customer Service Manager Jobs

We've partnered with an exciting Bootstrapped B2B SaaS customer feedback platform. As the first CSM, you’ll have the opportunity to own the whole book of business and the customer journey from onboarding to renewal.

About the Role: You will be responsible for customer well-being by monitoring account health, identifying growth opportunities, and fostering strong customer relationships. Our ideal candidate has experience within B2B SaaS, preferably in product management.

Responsibilities:

• Reduce time to value by managing implementation and onboarding
• Assist customers in creating and monitoring success KPIs throughout each phase of their B2B SaaS company journey
• Proactively monitor the health of your accounts and engage proactively to ensure optimal engagement
• Own customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction
• Serve as our customers’ go-to person by building relationships with key stakeholders and users within our Business tier
• Identify growth opportunities within accounts to increase ARR
• Amplify the voice of our customers, advocating on their behalf with our product and engineering teams and sharing best practices with marketing
• Own the renewals process, including; negotiating, drafting contracts, follow-ups and invoice payment
• Become a B2B SaaS company product expert

Tech Stack:

• B2B SaaS company
• Intercom
• Simplesat
• Slack
• Missive
• HubSpot
• Stripe

Qualifications:

• Collaborative nature, with the ability to build relationships both internally and with customers
• Proven ability to develop account strategies, translate them into initiatives and track successful delivery
• 3-5 years of relevant customer-facing / account management experience, within the technology (SaaS) industry; a record of delivering peak adoption, engagement, and growth
• You have demonstrated the ability to onboard and integrate with an organization long-term: within the last 5 years, you've worked at one company for at least 2 years
• Experience working independently and within a small team, preferably remotely
• Creativity and Innovation: Seek new and better ways of doing things, and generate original and imaginative ideas, approaches, or solutions.
• Priority Setting: The ability to focus time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions

Bonus:

• You have worked with product management-focused tech and understand the voice and challenges of our users.

If this sounds like you then please apply!

**Please note - only qualified applicants will be contacted.